IT Support Specialist - Washington, United States - B&B Solutions US

B&B Solutions US
B&B Solutions US
Verified Company
Washington, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

About Us
B&B Solutions is a mission focused 8(a) Small Disadvantaged Business, located in the Washington, DC metropolitan area. B&B provides multi-faceted and nuanced support services for Federal, State, Local, and Commercial clients. Our support includes Professional Services/IT Support, Administrative Support, and Facilities/Construction Support.

At B&B Solutions, it is our vision to continuously grow and evolve while delivering_ _
_Excellence From Start to Finish_.


About the Position

This will be a hybrid position. The on-site location is in Riverdale, MD.

Responsibilities:


  • Log reported support requests in the call ticketing and tracking system as they are received from customers using the various contact methods
  • Ensure response and resolution SLAs are being met by monitoring all customer support requests and troubletickets
  • Ensure troubletickets and service requests are documented accurately at all stages of resolution before they are closed or escalated for quality assurance.
  • Provide statistical reporting on IT support request tickets
  • Implement approved access changes to Active Directory (AD), Office 365 and other services
  • Submit System Account Access Request (SAAR) to allow for the creation, modification, or deletion of AD accounts
  • Create modify, or delete mailboxes and Global Address List (GAL) entries
  • Create Change Management Records for all changes to the environment
  • Provide troubleshooting support, including, but not limited to resetting customer passwords, troubleshoot VPN and remote network connectivity issues using Cisco AnyConnect and troubleshoot mobile devices
  • Monitor and advise user base of outage notifications
  • Process SPAM and Phishing messages
  • Support requests for information about policies, equipment, use of tools including "howto" questions, access, and changes in network rights, etc.
  • Provide support for all requests for any user technology related needs by creating a call ticketing and tracking system and directing it to the designated support team
  • Assist with Cisco AnyConnect VPN client
  • Facilitate IT Service Support Requests, including but not limited to changes of rights, VTC, and Teams, etc.
  • Appropriately enter and mitigate requests, elevating issues as needed to senior personnel or other departments
  • Troubleshoot and resolve software and hardware problems related to Branch standard software
  • Follow escalation procedures for resolving calls quickly and effectively
  • Work with Federal staff and other internal and external contractors to resolve problems
  • Validate or update required user contact information each time a ticket is received
  • Meet customer satisfaction requirements across all enduser incidents and service requests.
  • Ensure the government has access to all customer satisfaction survey data and negative customer feedback in electronic format
  • Provide End-User Support from an approved onsite facility when permitted and applicable
  • Provide End-User Remote Support from an approved offsite facility or technician home dwelling that is compliant with applicable regulations, mandates, and guidelines
  • Use approved remote tools and appliances to remotely access, diagnose, control, and fix attended and unattended computers and mobile devices
  • Log all required details for tickets escalated to advanced support.
  • Develop or adapt a user guides and training materials for customer use across defined service area(s)

Qualifications:

-
Must be able to pass a federal background investigation

  • Ability to complete security training and pass the security test
  • 3 years of experience using help desk incident management software, particularly ServiceNow
  • 5 years of experience using Windows 7 or higher clients in a Windows network service environment
  • Experience using and supporting collaboration tools, such as Live Meeting, Lync/OCS, and CUCI
  • Experience with Active Directory and Reporting
  • Solid oral and written communications skills
  • Relevant Degree (i.e., Computer Science, Cybersecurity, Information Technology, etc.)

(preferred):


  • Relevant Certifications (i.e., CompTia A+, Network+, Security+, etc.)
    (preferred)

Compensation:

We offer a competitive compensation package, commensurate with experience.


Benefits:


  • 401(k)
  • Health
  • Dental
  • Vision
  • Sick and Vacation Leave
  • Life/AD&D
  • Short/Long-Term Disability
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