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 deliveringExcellence 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.