Overview-sub-background | JANUS Research Group

IT Support Specialist, Tier 2

Full-Time

Location

Fort Rucker, AL

Position Overview

The IT Specialist will support services under the U.S. Army Aviation Center of Excellence (USAACE) Information Technology System Service 2 (ITSS 2) at Fort Rucker. This is a 3 year contract with the potential to be extended and an Active Secret Clearance is required.

PRIMARY RESPONSIBILITIES:

  • Installation, maintenance, diagnosis, and repair hardware and operating systems troubleshooting support.
  • Includes software support from key vendors (Microsoft, Office 365, Adobe, etc.).
  • Will ensure the proper team (Server, Network, Telecom, and Messaging) is aware of, and acting on any problem causing desk side issues.
  • Adherence to established Company-IT support processes and service procedures.
  • Will ensure Company-IT policies are being followed on supported devices.
  • Responsible for asset and inventory tracking for all Company/Client equipment on site.
  • Ensures customer satisfaction by advising customers of configuration and environmental factors which may impact product and system performance.
  • Responsible for issue tracking and resolution of tickets within the client SLA. Must manage ticket workflow and obtain/maintain high client satisfaction Ratings.
  • Participate in corporate projects as assigned.
  • Will act as liaison to the IT organization.
  • Support student onboarding by validating student network access.
  • Ensure all requirements are met by the student while in processing to allow for network access.
  • Provide direct, indirect, logical, and physical support for all Student IT devices to include but not limited to: HD replacement, RAM upgrades, system convergence, troubleshooting, software updates, hardware update, and connectivity issues.
  • Troubleshooting student devices when faults are encountered.
  • Document all faults encountered and remediation of faults.
  • Monitor the local ticketing system continuously during hours of operation and complete/close-out the tickets within the system.
  • Monitor the helpdesk phones during business hours and submit tickets on the behalf of the caller.
  • Issue IT equipment to student classes and train the class on proper usage.
  • Patch and keep machines updated with the most up-to-date patches.

Mandatory Requirement

SECURITY CLEARANCE:

  • Active DoD Secret Clearance

SKILLS & QUALIFICATIONS:

  • Must have current Security+ CE Certification (IAT Level II).
  • 2-4 years of experience working in a corporate business office.
  • End to end tablet support, such as Microsoft Surface, iPad, and Android devices.
  • Technical knowledge of the supported platforms as well as a working knowledge of hardware.
  • Strong client communication skills will need to be able to support executives through general end-users.
  • Win7/Win10 OS support, Office 2016 Support, Email flow support from Microsoft O365 to all Client provided devices.
  • Demonstrate problem determination and resolution of desktop hardware and software issues through the effective use of available technical resources or IT Vendor provided role.

#LI-KS1

Benefits and unique perks offered, but not limited to:

  • Medical, Dental, and Vision Insurance
  • Flexible Spending Accounts (FSA)
  • 401(k) Matching Program
  • 10 Paid Holidays
  • Paid Time Off (PTO)
  • Short-Term and Long-Term Disability
  • Basic and Voluntary Life Insurance
  • Education Assistance Program
  • Award Incentive Programs: Leader of the Year, Employee of the Quarter, Energy Award
  • Scholarship Award Program
  • Referral Incentive Program
  • Employee Longevity Recognition

JANUS Research Group provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request in order to express interest in a position by e-mailing:

Judy Pagac
Director of Human Resources
judy.pagac@janusresearch.com
(706) 364-9100

Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within JANUS Research Group will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with JANUS Research Group.

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