Technical Support Specialist

Job Description

Job Description

Technical Support Specialist

Location: 100% Onsite - NMC Portsmouth, Portsmouth VA

The Technical Support Specialist will work directly with customers to describe functionality, troubleshoot problems, monitor system availability, and resolve incidents. The position may interact with program application developers, trainers, and infrastructure support. The position will use a Sponsor's tool to manage tickets/support requests. The position must be able to accurately capture, categorize, and report trouble calls, suggested system enhancements, etc. The position may also support testing and process access requests.

Responsibilities:

• Responsible for all customer and field maintenance support issues relative to NMCP IM/IT.
• Responsibilities include Management, Field Technical Support, Research and Development (new technologies) workstation/client support.
• Conduct site surveys, then assess and document current site configuration and user requirements. Design and optimize network topologies.
• Analyze existing requirements and prepare specification recommendations for hardware/software acquisitions.
• Prepare engineering plans and site installation Technical Design Packages.
• Develop hardware/software installation schedules.
• Prepare drawing documenting configuration changes at each site.
• Prepare site installation and test reports.
• Configure systems, communication devices, and peripheral equipment.
• Install network hardware/software.
• Train site personnel in proper use of recently installed hardware/software.
• Build specialized interconnecting cables.
• Troubleshoot system software problems and support users in overcoming difficulties with software. Review, test, and coordinate software updates and changes to verify correct operation and to instruct users in ways to maximize the benefits.
• Distribute and inform users about new procedures and policies established to improve system efficiency. Support user groups in planning for equipment locations and reallocations, which improve system productivity, and recommend reallocations to users when inefficiencies are identified.
• Support users in setting up new hardware systems including terminals, printers, and other inputs/output devices that interface with hardware.
• Run diagnostics at the microcomputer level and isolate hardware malfunctions at least to the workstation level.
• Provide on-site user assistance for migration of data and orientation to the operation of Microsoft Windows, Outlook, Excel, PowerPoint, Word, and Access.

Required Qualifications:

• 3+ Years' combined experience in the installation of IT equipment to include experience in the installation of all the following:
  • Computers / CPU's
  • Printers
  • Scanners
  • Data Cabling
  • Basic software
• Experience utilizing Microsoft Word and Microsoft Excel
• General experience in the training of personnel in the use of installed equipment
• Microsoft Certified IT Professional (preferred) Microsoft Technology Associate

Required to Start:

• An IAT II/CompTIA Security+ ce Certification is Required to Start
• A NACLC & DHA CAC are Required to Start

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.