Job Description:

Partnering with the government, Competitive Range Solutions offers a unique platform to plan and deploy complex, IT-enabled, and mission-essential capabilities. We are committed to fostering professional growth and expanding our capabilities through challenging and exciting projects. Join our collaborative and congenial environment to take your career to new heights.

Competitive Range Solutions requires the expertise of a talented and experienced Tier II IT Support Specialist. The specialist provides day-to-day administrative and IT support to government officials at the site location. The specialist quickly troubleshoots and diagnoses computer hardware and software issues and resolves or escalates when necessary to minimize end-user downtime, increase productivity, and provide a world-class customer experience.

The Tier II IT Support Specialist is primarily responsible for providing comprehensive IT support services for on-site and remote customers. The specialist will ensure the availability and functionality of IT systems and provide exceptional customer service, including “white glove” support for senior executives.

Roles and Responsibilities:

• Provide deskside and remote support for Windows and Apple operating systems, handling installation, configuration, maintenance, and troubleshooting of desktop computers, laptops, printers, monitors, and scanners.
• Offer direct support and training to users, addressing technical issues promptly and efficiently.
• Support Microsoft applications, perform standard network setups, and update antivirus and VPN software.
• Image, configure, deploy, and install new devices. Manage device inventory and lifecycle, ensuring up-to-date software and security.
• Resolve trouble tickets through desk-side visits or utilization of remote-control tools.
• Replace various hardware components and perform software repair or diagnostic testing to identify and troubleshoot problems.
• Apply skills in Active Directory to establish network and printer setup.
• Image new computers as well as securely wiping hard drives. Provisioning and de-provisioning equipment and accounts in support.
• Applied advanced technical skills and a more in-depth understanding of the client's technical environment, including applications, operating systems, machine configurations, and network devices.
• Acquire and maintain a highly competent level of knowledge about relevant products, current support policies, and support delivery methods.
• Keep track of individual ticket assignments and ensure customer issues have been addressed and resolved to their satisfaction.
• Participate in developing Standard Operating Procedures (SOP) and contribute to the Monthly Lessons Learned Report.
• Perform other duties as assigned.

Qualifications/Experience:

• Advanced level experience with Microsoft Office and Max OS setup and configuration.
• Proven experience in deskside support, system administration, and customer service within a large-scale IT environment.
• Strong problem-solving abilities, excellent communication skills, and the ability to quickly learn new technologies.
• Must be able to meet service-level target goals consistently.
• Must be able to multi-task in a fast-paced environment.
• Experience with ticketing systems like ServiceNow.

Education/Certifications:

• Associate degree (Preferred)
• ITIL certification
• CompTIA A
• Microsoft Certified Desktop Support Technician (MCDT)
• Apple Certified Support Professional Certification (ACSP)