What are the responsibilities and job description for the Technical Support Specialist position at Rividium Inc?
Description
RiVidium Inc. is seeking a Technical Support Specialist to support a U.S. Navy client by providing on-site helpdesk and technical support for current and future IT hardware and software configurations across domain networks.
The selected candidate will be responsible for troubleshooting and resolving technical issues encountered by domain users, installing, configuring, and maintaining hardware and software, and providing user training based on customer needs. The role supports U.S. and International Program Training Networks as well as standalone, non-NMCI assets.
Additional responsibilities include supporting electronic classroom deployments, managing user accounts, and documenting all activities within the ServiceNow ITSM ticketing system.
Key Responsibilities
Support & Service Delivery
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources (HR) at hr@rividium.com.
RiVidium Inc. is seeking a Technical Support Specialist to support a U.S. Navy client by providing on-site helpdesk and technical support for current and future IT hardware and software configurations across domain networks.
The selected candidate will be responsible for troubleshooting and resolving technical issues encountered by domain users, installing, configuring, and maintaining hardware and software, and providing user training based on customer needs. The role supports U.S. and International Program Training Networks as well as standalone, non-NMCI assets.
Additional responsibilities include supporting electronic classroom deployments, managing user accounts, and documenting all activities within the ServiceNow ITSM ticketing system.
Key Responsibilities
- Provide Tier I/Tier II helpdesk support for domain users
- Troubleshoot and remediate hardware, software, and network issues
- Install, configure, and maintain IT hardware and software
- Support electronic classroom deployment and technical setup
- Perform account management activities (creation, modification, troubleshooting)
- Monitor system performance and availability
- Utilize and update trouble tickets within ServiceNow
- Follow and contribute to Standard Operating Procedures (SOPs)
- Deliver excellent customer service and technical communication
- Support cybersecurity and incident management processes
- Minimum 2 years of experience in industry, federal, or DoD IT / Help Desk Support
- Active DoD Secret Security Clearance
- Must possess DoD 8140.3 / IAT Level I certification (or higher)
- Examples: CompTIA A , Network
Support & Service Delivery
- Incident analysis and trend identification
- Service desk best practices
- Customer service and communication skills
- Trouble ticket documentation (incident, problem, event management)
- SOP development and maintenance
- Computer networking concepts, protocols, and security methodologies
- System performance and availability monitoring
- Remote access technologies
- System administration fundamentals
- Common network tools (ping, traceroute, nslookup)
- Electronic device functionality (computers, network components, peripherals)
- OS command-line tools (ipconfig, netstat, etc.)
- Cybersecurity principles, threats, and vulnerabilities
- Information classification and handling
- Incident management and compromise procedures
- 4 years of Service Desk / Help Desk experience
- Experience with user account management and Tier I support
- Familiarity with ITSM tools, preferably ServiceNow
- DoD 8140.3
- IAT Level I Certification (or higher)
- Examples: CompTIA A , Network
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources (HR) at hr@rividium.com.