**IT Support Specialist II**

**Job Tracking ID**: 85347-336884

**Job Location**: Arlington , TX

**Job Level**: Mid Career

**Level of Education**: BA/BS

**Job Type**: Full-Time/Regular

**Date Updated**: 02/14/2022

**Years of Experience**: 2 - 5 Years

**Radford Job Code**: 06562

**Job Description**

GENERALJOB SUMMARY: Provides support services to employees and contractors in local and/or remote access locations, helping resolve technical problems and information technology issues involving desktop, laptop, mobile devices, printers, and network services.

ESSENTIALJOBFUNCTIONS:

* Provide front-line onsite and remote technical support to identified locations, including troubleshooting hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.

* Configure, deploy, and maintain Windows 10 desktop and laptop computers in an enterprise environment.

* Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.

* Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.

* Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.

* Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.

* Monitor queue regularly and dispense tickets to the applicable department or resource.

* Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.

* Manage user accounts, shared resources, and group memberships.

* May support multiple segments within the organization and builds on technical knowledge in those sectors.

* May provide access and connectivity support to external customers as needed.

* Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.

* Supports and maintains open, professional, and effective relationships with leadership, user community, and peers.

* Onsite resource for other departments within IT, and assists with team maintenance and deployment efforts, including occasional after-hours support.

* Configure, deploy, upgrade, wipe, and repurpose mobile devices to established procedures.

* Maintains site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.

* Performs other duties as assigned.

Supervisory Responsibility:

None

**Experience and Skills**

KNOWLEDGE,SKILLS& ABILITIES:

* Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.

* Maintain sensitive and confidential information as required by company and government requirements.

* Communicate and interact effectively with peers, leadership, and end users, including maintaining respect for others, and following company policies.

* Have a willingness and ability to learn and utilize company technology for company required purpose.

* Ability to read, understand, and follow instructions.

* Ability to work in a fast-paced environment.

* Ability to maintain knowledge, skills, and abilities as it pertains to the job.

* Ability to organize and manage multiple priorities simultaneously in a deadline-driven, security centric environment.

* Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.

* Passionate for delivering excellence in customer service within a collaborative team environment.

EDUCATIONAND EXPERIENCE:

* Requires Bachelors degree and 2-3 years of related experience; or applicable certifications with a minimum of 4 years of related experience.

* Proven hardware and software experience, including Microsoft Windows 10, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFPs/printers.

* Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.

* Current CompTIA A or Security certification, and/or ITLv4 preferred.

**WORK****ENVIRONMENT/PHYSICAL****REQUIREMENTS****:**

* Office and open cubical environment.

* Ability to sit for long periods of time.

* Ability to perform repetitive motion (keyboarding, mouse, phones).

**TRAVEL****REQUIREMENTS:**

* 0-10% - May be required between KUAS locations

***As a federal contractor, and consistent with Executive Order 14042, we will require all newly hired employees in the United States to be fully vaccinated by January 18th 2022 or by your start date if it is after January 18th 2022, subject to approved medical, religious or other accommodation***

**Job Benefits**

* Medical

* Dental

* Vision

* Tax Savings Accounts (HSA / FSA)

* Life Insurance

* Short Term Disability

* Long Term Disability

* Employee Assistance Program

* 401k

* Employee Stock Purchase Plan

* PTO

* Education Assistance Program

* Paid Holidays