Enterprise IT Support Specialist

In a world of possibilities, pursue one with endless opportunities. Imagine Next!

When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with exceptional people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

Parsons is looking for an amazingly talented Enterprise IT Support Specialist to join our team! In this role you will get to Provides technical support and customer service to the organization's users of computer applications and hardware.

What You'll Be Doing:

• Incident Response:

  ·Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

  ·Analyzing, troubleshooting, designing, and implementing fixes  

  ·Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

  ·Performing remote desktop triage and system repair using remote tools.

  ·Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

  ·Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

  ·Special non-commercial systems administrator experience (access management/file transfer) may be required.

• Deskside Support:

  ·Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

  ·Analyzing, troubleshooting, designing, and implementing fixes 

  ·Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

  ·Answering questions regarding system procedures, online transactions, systems status, and downtime procedures. 

  ·Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

What Required Skills You'll Bring:

• BA/BS and 4 years of experiences, or a combination of education and work experience equivalent to 8 years.

• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. 

• Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.

• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills. 

• Ability to embrace diverse technical disciplines and excellent customer service skills. 

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

• Demonstrated problem solving and technical skills to resolve critical IT issues.

• Expertise, training, and actual work experience with customer specific, systems and technologies.

• Must be a self-starter, work independently, and work with a clear and defined mission.

• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.

• Knowledge of Windows Active Directory.

• Knowledge of multiple desktop programs, configuration and debugging techniques.

• Experience with VoIP.

• Experience with TCP/IP and general networking issues.

• Experience with virus scanning services; Desktop, stand-alone and laptop computing services.

• Experience with servers, printers, and peripheral devices.

What Desired Skills You'll Bring:

• Component Mission Administrator (CMA) Certification

• Related work experience in a technical help desk position. 

• Special non-commercial systems administrator experience (access management/file transfer).

• IAT Level II certification.

• Experience with ServiceNow ITSM & ITBM.

• Prior experience managing projects from low-mid complexity.

• ITIL® v4 Foundation, or higher, certification.

Security Clearance Requirements:

• Current/active TS/SCI with Fullscope Polygraph.

Physical Requirements:

• Must be able to remain in a stationary position 50%.

• Must be able to move/traverse within and between buildings and offices.

• Must be able to position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.

• Able to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. 

• Must be able to move Audio/Visual or Computer equipment weighing 50 pounds or more, some equipment may require team-lift or the use of carts. 

• Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

Minimum Clearance Required to Start:

Top Secret SCI w/PolygraphThis position is part of our Federal Solutions team.The Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.Salary Range: $83,300.00 - $145,800.00Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

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