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

B&B Solutions US Washington, United States

2 weeks ago

Description

Job Description

Job 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
We are seeking a professional and reliable IT Support Specialist. The successful candidate will provide exceptional End-User Remote Support for Tier 1 incidents and escalated Tier 2 incidents.

If you're ready to take on a new opportunity and have worked in Federal Government contracting, we invite you to apply and become a part of our team.

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 trouble-tickets

Ensure trouble-tickets 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
Provide Local Application basic troubleshooting and support for all branch applications
Process SPAM and Phishing messages

Support requests for information about policies, equipment, use of tools including "how-to" 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
Use remote support tools and applications to support remote workers laptops and iPhones
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
Provide on-site, telephone, or email instructions for technical problem resolution as required
Follow escalation procedures for resolving calls quickly and effectively
Work with Federal staff and other internal and external contractors to resolve problems
Utilize existing ServiceNow for ticketing, incident and service request management, and reporting and categorize each ticket submitted via phone, email, chat, or desk-side support as an incident or service request
Validate or update required user contact information each time a ticket is received
Meet customer satisfaction requirements across all end-user 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 on-site 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
Provide End-User Remote Support to receive, manage, track, and resolve incident and service request tickets submitted via telephone and email
Use approved remote tools and appliances to remotely access, diagnose, control, and fix attended and unattended computers and mobile devices
Remotely install, configure, upgrade, and troubleshoot client computing software including common helper

applications/middleware

and office automation applications
Log all required details for tickets escalated to advanced support.
Deploy, install, configure, upgrade, troubleshoot, replace, and remove end-user laptops, mobile devices, applications, and peripheral equipment (e.g., printers, monitors, docking stations)
Develop or adapt a user guides and training materials for customer use across defined service area(s)
Provide in-person and remote training to customers on systems and applications upon implementation and modification for more effective operation
Provide customer education utilizing information technology equipment, systems, and applications

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
3 years of software troubleshooting including office productivity suites, and client server database applications
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
At B&B Solutions, we take pride in our commitment to diversity and inclusion.

We are an equal opportunity employer and do not discriminate against any employee or candidate for employment due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, those with disabilities, veterans or any other federal, state, or local protected class.

#J-18808-Ljbffr

IT Support Specialist

3 weeks ago

Ayers Saint Gross Washington, United States

As a key member of the Information Technology team, the IT Support Specialist will report to the Chief Information Officer (CIO) and assume a technical role in assisting with the response to and/or delegation of all help desk tickets. In this role, c Support Specialist, IT, Suppo ...
IT Support Specialist

1 week ago

Working America Associa Washington, United States

Job Title: IT Support Specialist · With 4 million members, Working America mobilizes working people who don't have the benefit of a union at work to fight for good jobs and a fair economy. As the community affiliate of the AFL-CIO, we unite working people in urban and suburban c ...
IT Support Specialist

2 weeks ago

Working America Washington, United States

Salary Range: · $58,288.00 To 58,288.00 Annually · Job Title: IT Support Specialist · With 4 million members, Working America mobilizes working people who don't have the benefit of a union at work to fight for good jobs and a fair economy. As the community affiliate of the AFL-C ...
IT Support Specialist

2 weeks ago

NAACP Legal Defense Fund Washington, United States

The NAACP Legal Defense & Educational Fund, Inc. (LDF) is the country's first and foremost civil and human rights law organization. Founded in 1940 under the leadership of Thurgood Marshall, who subsequently became the first Black U.S. Supreme Court Justice, LDF was launched at a ...
IT Support Specialist

2 weeks ago

BrightKey Washington, United States

BrightKey is seeking a skilled IT Support Specialist to join our team. The ideal candidate will be responsible for providing technical support and assistance to end users, maintaining and troubleshooting hardware and software issues, and ensuring the smooth operation of our IT sy ...
IT Support Specialist

1 week ago

BrightKey Washington, United States

BrightKey is seeking a skilled IT Support Specialist to join our team. The ideal candidate will be responsible for providing technical support and assistance to end users, maintaining and troubleshooting hardware and software issues, and ensuring the smooth operation of our IT sy ...
IT Support Specialist

3 weeks ago

Addison Group Washington, United States

Your main responsibility will be to troubleshoot IT help desk calls, assisting users with application, equipment, and technical issues to ensure their satisfaction. You'll also play a key role in maintaining our organization's networks, operating systems, and hardware platforms. ...
IT Support Specialist

4 days ago

DATASOFT TECHNOLOGIES Washington, United States

ROLE DESCRIPTION · Assist Tennessee county finance directors, county mayors, and Ernst and Young staff to upload required documentation to the Grant Management System Portal. · Assist counties and Ernst and Young to swiftly/timely process and receive procurement approvals. · Tra ...
IT Support Specialist

2 weeks ago

Bipartisan Policy Center Washington, United States

The Bipartisan Policy Center (BPC) is a Washington, DC-based think tank that helps policymakers work across the aisle to craft bipartisan solutions. By connecting lawmakers, delivering data and context, negotiating policy details, and creating space for bipartisan collaboration, ...
Peer Support Specialist

3 weeks ago

Howard University Washington, United States

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission. · BASIC FUNCTION · The Peer Supp ...
Application Support Specialist

2 weeks ago

Optima Global Solutions Inc. Washington, United States

Optima Global Solutions a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process manage ...
IT Support Specialist ??? Senior

2 weeks ago

Science Applications International Corporation Washington, United States

IT Support Specialist - Senior Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills. Need to be able to work independently and as part of a team. Diagnose Support Specialist, IT, Speci ...
Customer Support Specialist

3 weeks ago

Toastique Washington, United States

The Customer Support Specialist will be responsible for overseeing and maintaining all of Toastique's technology systems - including but not limited to, point of sale system, third party integration, online ordering/application development, loyalty program, website and asset mana ...
Customer Support Specialist

1 week ago

Toastique Washington, United States

TOASTIQUE - · The Customer Support Specialist will be responsible for overseeing and maintaining all of Toastique's technology systems – including but not limited to, point of sale system, third party integration, online ordering/application development, loyalty program, website ...
Technical Support Specialist

5 days ago

Tech Marine Business Washington, United States

Overview: · COMMITMENT. EXCELLENCE. INTEGRITY. · Our Mission Statement · TMB will strive to be the best Employee-Owned Business contributing to our National Defense. · We are committed to providing meaningful work, fair compensation, benefits that support a work/life balance, ...
Client Support Specialist

3 weeks ago

Legalaiddc Washington, United States

**Client Support Specialist** · Housing Washington, District of Columbia The Legal Aid Society of the District of Columbia seeks an energetic and client-centered individual for the position of Client Support Specialist to provide support to Legal Aid clients who are facing chall ...
Support Services Specialist

6 days ago

Medstar Washington, United States

Performs a variety of tasks for the departments within support services including, but not limited to transporting patients and items, delivering linen, food, equipment and medical supplies, receiving medical supplies and/or equipment, patient room cleaning, trash and soiled line ...
Project Support Specialist

3 weeks ago

Data Republic, Inc. Washington, United States

Project Support Specialist - Labor Services · Description · The Project Support Specialist supports the entire team across multiple buildings in a one-block radius, primarily by performing labor requests but also by rotating between labor, mailroom, conference room, and receptio ...
IT Technical Support Specialist

5 days ago

1872 Consulting Washington, United States

IT Technical Support Specialist · Washington D.C. (100% onsite given onsite support) · 10:00am-6:00pm Monday-Friday · Summary · The Technical Support Specialist is responsible for providing Level II technical hardware and software support. They will facilitate and resolve a ...
Support Services Specialist

1 week ago

Medstar Washington, United States

The Support Service Specialist may work in any of the following departments: Central Patient Transport, Clinical Equipment Support, Environmental Services, Food and Nutrition Services, Supply Chain, and/or Linen Distribution. · The Support Services Specialist performs a variety ...