Hoplite Solutions LLC
Enterprise IT Support Officer (EITSO)
Hoplite Solutions LLC, Vienna, Virginia, United States, 22184
Hoplite Solutions is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a Dedicated Support Team of IT support professionals responsible for incident response, desk side service, and project management. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0-2, which includes problem recognition, research, isolation, resolution, and follow-up steps.
Responsibilities include, but are not limited to:Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demandsAnalyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 supportResolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systemsProviding basicusertraining insupportof off-the-shelf applications and office products as well as some custom tools, depending on the office being supportedPerforming remotedesktoptriage and system repair using remote toolsMaintaining and updating records and tracking databasesAnswering questions regarding system procedures, online transactions, systems status, and downtime proceduresCollaborating with network services, software systems engineering and/or application development to restore service and/or identify problemsUsing best practices and knowledge of internal or external business issues to improve products or servicesMeeting contractual performance criteriaLocal travel may be required between customer buildingsMay have supervisory responsibilitiesSpecial non-commercial systems administrator experience (access management/file transfer) may be requiredHours of coverage:Hours are flexible with core hours of 9:00AM - 3:00PM Mon-Fri with no arrival before 7:00AM. Generally, support is required by team coverage until 6:00PM. Opportunities may exist for teams that provide 24x7 coverage.
Basic Qualifications:
Active TS/SCI with PolygraphBA/BS and 4 years of experiences, or a combination of education and work experience equivalent to 8 yearsExperience with servers, printers, and peripheral devicesCustomer certification in CMA or DMA requiredExperience with TCP/IP and general networking issuesExperience with virus scanning services; Desktop, stand-alone and laptop computing servicesAbility to embrace diverse technical disciplines and excellent customer service skillsAbility to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobAttention to detail, leadership, and collaborative and independent work processDemonstrated problem solving and technical skills to resolve critical IT issuesExpertise, training, and actual work experience with customer specific, systems and technologiesMust demonstrate ability to thrive and succeed in a challenging environment. Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environmentKnowledge of Windows Active DirectoryKnowledge of multiple desktop programs, configuration and debugging techniquesStrong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate informationPreferred Qualifications:
Related work experience in a technical help desk positionExperience with data transfer servicesIAT Level II certificationExperience with ServiceNow ITSM & ITBMPrior experience managing projects from low-mid complexityITIL® v4 Foundation, or higher, certificationPhysical 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 computers, including under the desks and in the server closet.Constantly operates 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 up to 50 pounds.Hoplite Solutions offers very competitive salaries and an excellent benefits package, to include a 7% employer 401k contribution, fully paid healthcare for our employees, outstanding training benefits, company funded life insurance and short-term disability insurance, and many more.
Salary at Hoplite Solutions is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $85,000 to $105,000 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of the company total compensation package for employees.
Responsibilities include, but are not limited to:Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demandsAnalyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 supportResolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systemsProviding basicusertraining insupportof off-the-shelf applications and office products as well as some custom tools, depending on the office being supportedPerforming remotedesktoptriage and system repair using remote toolsMaintaining and updating records and tracking databasesAnswering questions regarding system procedures, online transactions, systems status, and downtime proceduresCollaborating with network services, software systems engineering and/or application development to restore service and/or identify problemsUsing best practices and knowledge of internal or external business issues to improve products or servicesMeeting contractual performance criteriaLocal travel may be required between customer buildingsMay have supervisory responsibilitiesSpecial non-commercial systems administrator experience (access management/file transfer) may be requiredHours of coverage:Hours are flexible with core hours of 9:00AM - 3:00PM Mon-Fri with no arrival before 7:00AM. Generally, support is required by team coverage until 6:00PM. Opportunities may exist for teams that provide 24x7 coverage.
Basic Qualifications:
Active TS/SCI with PolygraphBA/BS and 4 years of experiences, or a combination of education and work experience equivalent to 8 yearsExperience with servers, printers, and peripheral devicesCustomer certification in CMA or DMA requiredExperience with TCP/IP and general networking issuesExperience with virus scanning services; Desktop, stand-alone and laptop computing servicesAbility to embrace diverse technical disciplines and excellent customer service skillsAbility to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobAttention to detail, leadership, and collaborative and independent work processDemonstrated problem solving and technical skills to resolve critical IT issuesExpertise, training, and actual work experience with customer specific, systems and technologiesMust demonstrate ability to thrive and succeed in a challenging environment. Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environmentKnowledge of Windows Active DirectoryKnowledge of multiple desktop programs, configuration and debugging techniquesStrong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate informationPreferred Qualifications:
Related work experience in a technical help desk positionExperience with data transfer servicesIAT Level II certificationExperience with ServiceNow ITSM & ITBMPrior experience managing projects from low-mid complexityITIL® v4 Foundation, or higher, certificationPhysical 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 computers, including under the desks and in the server closet.Constantly operates 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 up to 50 pounds.Hoplite Solutions offers very competitive salaries and an excellent benefits package, to include a 7% employer 401k contribution, fully paid healthcare for our employees, outstanding training benefits, company funded life insurance and short-term disability insurance, and many more.
Salary at Hoplite Solutions is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $85,000 to $105,000 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of the company total compensation package for employees.