Job Description
Job DescriptionSalary: $51,500-$58,999k
About the Role:
The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.
Key Responsibilities and Duties:
- Work and complete assigned tickets according to SOPs
- Provide high quality written and verbal customer service
- Accurately track and document all work
- Perform technical support services in line with the technical
skill requirements
- Setup and support physical hardware
- Travel to client sites to perform support when necessary
- Participate in on-call rotation and scheduled infrastructure maintenance
Security Responsibilities
- Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
- Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
- Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
- Immediately follow incident response procedures when a security incident or concern is noticed.
- Assist with the escorting or monitoring of visitors.
Job Qualifications:
Abilities
- Prioritizeandmaintaina tidy ticket queue
- Notify the Helpdesk Manager whenunable to complete workload
- Identifywhenan assignment should beescalated
- Create detailed documentation and ticket notes
- Providehigh qualityandtimelycustomer service
- Meetall SLAs
- Support peers
- Travel to client sites when needed
- Participates inon-call rotation, weekend updates, technical training
Skills
- AnswerAd-hoc phone calls
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- General client staff
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- Recognize when to escalate calls
- Assistusers remotely
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- General client staff
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- Utilize all internal tools (Authorized work PCs through RMM and Ad-Hoc)
- Password resets
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- User passwords
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- General client staff
- Office 365 break/fix
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- Desktop applications
- Laptop staging
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- General client staff
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- New hires and laptop refreshes
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- Office 365/AD security group changes
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- Adding group membership to existing groupsutilizingautomation processes
- Create accounts for new hiresutilizingautomation processes
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- General client staff
- Useroffboardingutilizingautomation processes
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- General client staff
- Manage remote session coordination usingTimeZest
- Coordinate shipment carrierpickups of workstationsto clients when needed
- Security incident response
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- Follow documented procedures
- Hardware break/fix
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- Workstations
- AD/Azure Tasks
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- Understand limitations
Experience and Knowledge
1-2 years experience as Tier 1 TSR
Certifications
- CompTIA A+
Position:
- Location Rockville, MD Hybrid eligible, not to exceed 1-day WFH.
- Employment Type- Full time
- Compensation - $51,500-58,999k DOE
- Travel-Some travel required, vehicle required.
- On Call rotation required
Benefits:
- Medical Insurance- OSIbeyond pays 75% of the premium for the Employee's base medical plan
- Vision and Dental Insurance- OSIbeyond pays 75% of the premium for the Employee's plans
- Life Insurance- OSIbeyond pays 100% of the premium for the Employee's plans
- Short Term Disability Insurance- OSIbeyond pays 100% of the premium for the Employee's plans
- 401K- OSIbeyond matches up to 4%
- PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.