Project Overview:

ITA’s Customer Support Center (CSC) is responsible for providing Tier I and Tier II IT support. It provides a Tier I single-point-of-contact (SPOC) IT Help Desk, which responds to all customer inquiries and provides end-to-end ownership (e.g., logging, tracking, resolution and reporting) of Help Desk Incidents and Service Requests. The CSC also provides Tier II desktop support services. Requests for information, Help Desk Incidents and Service Requests shall be resolved by the Contractor staff or may need to be referred/escalated to more specialized entities for resolution such as other TSI staff, business unit subject matter experts (SME), another Contractor or other designated third parties.

Summary of Major Job Functions:

• Resolve service requests and incidents escalated from Tier 1 or Desktop Support
• Interact with customers over the phone, through email and in person
• Perform remote troubleshooting of customer issues
• Provision, modify and delete user accounts
• Escalate issues to management and application teams as needed

Primary Responsibilities:

• Provide support for all requests and incidents escalated from Tier I
• Provision, modify and delete accounts in Active Directory
• Image and reimage PCs, laptops, and mobile devices
• Install and re-install pre-packaged software as well as custom software
• Identify and resolve incidents, and escalate to application teams as needed
• Provide support to identified VIPs
• Develop and maintain standard operating procedures for the help desk
• Promote the adoption of self-service options across ITA

Required Skills & Qualifications

• Previous experience serving on an escalation team
• Proficient in Microsoft Windows, Office Suite, and Active Directory
• Ability to identify and solve customer issues quickly during first contact
• Ability to identify and resolve or escalate networking issues quickly
• Candidates may need to work weekends and holidays as needed
• Candidates should have System/Network Admin experience

Desired Skills & Qualifications

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written
• Ability to interact with vendor admins to resolve complex problems
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn’t need constant instruction
• Must be able to multitask and manage time amongst clients
• Flexibility and ability to bounce between projects quickly

Additional Requirements:

• In order to meet the clearance requirements for this opportunity, candidates must be authorized to work in the United States
• Ability to pass a US Public Trust background investigation for access to the client site and computing systems. You must have lived in the US for the past three (3) years
• As a Federal Contractor, employees may be required to be vaccinated against Covid-19 and provide proof of vaccination prior to the first date of employment
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History

Other Information:

• The salary range for this position is $65,000 - $80,000 annually. Performance Based bonus and bonus per hire.
• For information on SFI's benefits please visit: http://www.spatialfront.com/pages/career.html
• This is a full-time position. Please no agencies, third parties, or corp-to-corp.
• Equal-opportunity Employer, EOE AA M/F/Vet/Disability.
• Spatial Front Inc. participates in E-Verify.