SUMMARY: The Technical Support Specialist II is a customer service role providing support for VSE employees globally. The duties include customer service and support; account and access control management; hardware and software diagnosis; workstation setup and burn-in; repair of laptops, desktops, and network components.
Responds and follows-up on employee support issues provides timely and professional desktop support to all VSE employees. This role is the first line of support for the Information Technology department and will need to explain technical intricacies to employees in a way that is easily understood. Aptitude for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist II is obsessed with customer service and has ownership of the customer experience.
DUTIES & RESPONSIBILITIES:
Responsibilities include, but are not limited to:

• Manages service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Configures, installs, and supports desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Diagnose and resolve hardware breakdowns - including workstations, laptops, printers, network hardware, voicemail, phone equipment, and communicate the remediation with status updates.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to employees.
• Research and provide support for escalated calls from other Technical Support Specialist team members and other IT support staff.
• Provides network and email account provisioning and deprovisioning administration.
• Provides training and mentoring to technical support specialist team members and others in and across departments as needed.
• Creates and maintains updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents.
• Documents all employee requests and actions taken in the IT service desk ticketing system.
• Reviews ticketing system to ensure assigned tickets are being identified and issues effectively resolved in compliance with policies and service-level agreements.
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Associate degree in computer sciences, Information Technology, or related major or equivalent years of work experience.
• 3 years of working experience supporting current Microsoft desktop operating systems, Office 365 e-mail and office suite.
• 3 years of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications.
• 3 years' experience with Microsoft Active Directory user account administration.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Ability to prioritize tasks and complete assignments within an estimated timeframe.
• This position requires up to 15% travel on an annual basis.
• Demonstrated strong verbal and written communication skills.
• Willingness to participate in on-call rotation, and work flexible schedules, holidays, and weekends.

PREFERRED REQUIREMENTS:

• Information Technology Certification equivalent to a CompTIA ITF , A , Network , Security , or MCP.
• Working experience with setup, repair and modification of windows desktops and laptops, printers, and other peripherals.
• Technical support and service desk experience supporting windows and Apple systems.
• Basic knowledge and understanding of command line scripting (PowerShell, vbscript, etc.).
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance, and efficiency of the service desk support team.
• Knowledge and experience of desktop, servers and network management, software deployment and tracking tools.
• Strong knowledge of network printer installation, set up and troubleshooting.
• Knowledge of service desk ticketing system and general service desk operations.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.
At VSE, we don’t just hire employees; we nurture careers and champion well-being. We understand that our success is driven by the people who make up our incredible team, and that’s why we’re committed to providing a workplace that goes beyond just a job-it’s a place where you can truly flourish. When you choose VSE, you’re choosing a company that prioritizes YOU.
Let us tell you why:
Time Off: Enjoy Paid Time Off to relax and recharge.
Family Support: We offer Paid Maternity Leave and Paid Bonding Leave, along with access to our Employee Assistance Program, ensuring your family’s well-being.
Education: Pursue your educational goals with Tuition Reimbursement for Undergrad, Technical, and Graduate Programs.
Financial Security: We offer a 401(k) and Employee Stock Purchase Plan to secure your financial future.
Healthcare: Your health is essential, and we provide Health, Dental, and Vision Care.
Flexible Spending: Take advantage of HSA, FSA, and Dependent Care plans for added flexibility.
Insurance: We've got you covered with Short-Term and Long-Term disability insurance.
Competitive Salaries: Your hard work is rewarded with competitive salaries. Ready to be part of a company that values you as much as your skills and expertise?
Join VSE and let’s take your career to new heights while ensuring your well-being every step of the way. Come grow with us. Your future begins here. Apply TODAY!