Technical Support Specialist

Job Title: Technical Support Specialist II

Location: Arlington, VA

Duration: 12 Months

Job Description:

This role will be assigned and work out of the client IT Service Desk operation located at Washington Dulles International Airport (Corporate Office), 45025 Aviation Drive, Suite 250, Dulles, VA 20166. Specific work locations and work hours may vary across our two airports and corporate headquarters - based on operational needs. The Contractor will be required to work at various work sites and must have reliable transportation.

Other work locations are:

• Ronald Reagan Washington Airport, DCA
• Washington Dulles International Airport, IAD
• Corporate Headquarters, 2733 Crystal Drive, Arlington, VA 22202

Requested Shifts:

• Wednesday through Saturday, 8:00 pm – 6:30 am (4 days x 10-hour days with 30-minutes for lunch)
• Sunday through Wednesday, 8:00 pm – 6:30 am (4 days x 10-hour days with 30-minutes for lunch)
• Thursday through Sunday, 12:00 pm – 10:30 pm (4 days x 10-hour days with 30-minutes for lunch)

Work hours are subject to change due to changes in the operational environment and Contract staff may be required to work any combination of the follow shifts as part of a 40-hour work week to accommodate operations:

• Monday through Friday, 7:00 am – 3:30 pm
• Monday through Friday, 10:00 am – 6:30 pm

Airport Badging: Security badges to access the Airports Operations Area (AOA) will be required prior to the start date.

Duties:

• Progressive and continuous experience providing technical support.
• Seasoned resolving complex troubleshooting, tracking, and analyzing logs.
• Experienced coordinating with third-party components (AWS, GCP, CBP, Airlines, Departure Control Systems support, Airport IT Help Desk).
• Comfortable conducting ad-hoc training for end-users and product demonstrations.

Experience/ Skills:

• The Contractor must provide Technical Support Specialists II that are highly skilled in installation, configuration, and basic network troubleshooting.
• Technicians must have real hands-on experience, strong reading skills, speaking skills, and physical working ability.
• Work requires technicians to climb desks, follow technical SOP, troubleshoot basic operating system issues, and communicate effectively with customers and team.
• In addition, the technician should have experience with a ticketing system and excel knowledge, I.e., basic formatting and formulas.

Minium Requirements:

• 3 years of progressive and continuous experience providing technical support.
• Must hold an A certification.