Delaney Advantage Technologies, LLC is a Verified Service-Disabled Veteran-Owned Small Business (SDVOSB) with the Department of Veteran Affairs (VA) that specializes in sustainable Information Technology solutions for the Federal government. Founded in 2014, our team provides experience-based solutions across our four core competencies: Cybersecurity, Software Services, System & Network Engineering, and IT Operations & Maintenance.

Job Category: Professional Services

Position Title: User Support Specialist

Location: Charlotte, NC

• Under general supervision, provides tiered support to end users for either PC, server, or mainframe applications and hardware.
• Handles problems that the first tier of help desk support is unable to resolve.
• Identifies, researches, and resolves technical problems.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Maintains currency and high level of technical skill in field of expertise.
• Escalates more complex problems to senior level.

Experience

• U.S. citizen with 3 years of experience providing all facets of computer help desk support including troubleshooting, installation, maintenance, hardware support, and trouble ticket resolution tracking.
• H.S. Diploma Required (Associate/Bachelor's in relevant field of study valued/preferred)
• Preferred certifications include CompTIA A , Network , MCSA, CCNA
• Must possess and maintain a valid driver's license and a satisfactory driving record

Knowledge and Abilities (Competency in all domains is preferred, not required):

• Mobile Devices - Install and configure laptop hardware and components; Install components within the display of a laptop; Use appropriate laptop features; Compare and contrast characteristics of various types of other mobile devices (tablets, smartphones, etc.); Connect and configure accessories and ports of other mobile devices; Configure basic mobile device network connectivity and application support; and Use methods to perform mobile device synchronization
• Networking - Compare and contrast TCP and UDP ports, protocols, and their purposes; Compare and contrast common networking hardware devices; Install and configure a basic wired/wireless SOHO network; Compare and contrast wireless networking protocols; Summarize the properties and purposes of services provided by networked hosts; Explain common network configuration concepts; Compare and contrast Internet connection types, network types, and their features; and Use appropriate networking tools
• Hardware - Explain basic cable types, features, and their purposes; Identify common connector types; Install RAM types; Select, install, and configure storage devices; Install and configure motherboards, CPUs, and add-on cards; Explain the purposes and uses of various peripheral types; Summarize power supply types and features; Select and configure appropriate components for a custom PC configuration to meet customer specifications or needs; Install and configure common devices; Configure SOHO multifunction devices/printers and settings; and Install and maintain various print technologies
• Hardware/Network Troubleshooting - Use the best practice methodology to resolve problems; Troubleshoot problems related to motherboards, RAM, CPUs, and power; Troubleshoot hard drives and RAID arrays; Troubleshoot video, projector, and display issues; Troubleshoot common mobile device issues while adhering to the appropriate procedures; Troubleshoot printers; and Troubleshoot common wired and wireless network problems
• Operating Systems - Compare and contrast common operating system types and their purposes; Compare and contrast features of Microsoft Windows versions; Summarize general OS installation considerations and upgrade methods; Use appropriate Microsoft command line tools; Use Microsoft operating system features and tools; Use Microsoft Windows Control Panel utilities; Summarize application installation and configuration concepts; Configure Microsoft Windows networking on a client/desktop; and Use features and tools of the Mac OS and Linux client/desktop operating systems;
• Security - Summarize the importance of physical security measures; Explain logical security concepts; Compare and contrast wireless security protocols and authentication methods; Detect, remove, and prevent malware using appropriate tools and methods; Compare and contrast social engineering, threats, and vulnerabilities; Compare and contrast the differences of basic Microsoft Windows OS security settings; Implement security best practices to secure a workstation; Implement methods for securing mobile devices; and Configure security on SOHO wireless and wired networks
• Software Troubleshooting - Troubleshoot Microsoft Windows OS problems; Troubleshoot and resolve PC security issues; Use best practice procedures for malware removal: and Troubleshoot mobile OS and application and application security issues
• Operational Procedures - Compare and contrast best practices associated with types of documentation; Implement basic change management best practices; Implement basic disaster prevention and recovery methods; Explain common safety procedures; Explain environmental impacts and appropriate controls; Explain the processes for addressing prohibited content/ activity, and privacy, licensing, and policy concepts; Use proper communication techniques and professionalism; Identify the basics of scripting; Use remote access technologies

DAT is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at DAT via email, the Internet, or in any form or method without a valid written search agreement in place for this position will be deemed the sole property of DAT. No fee will be paid if DAT hires the candidate due to the referral or through other means.

Delaney Advantage Technologies, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. Delaney Advantage Technologies provides employment opportunities for protected veterans and individuals with disabilities.

Please view https://www.delaneytech.com/employee-benefits for employee benefits.

All offers of employment at DAT are contingent upon the candidate's ability to obtain and maintain a federal public trust.