Technical Support Specialist I

Aperio Global is seeking a skilled Technical Support Specialists I to join our dynamic team in an upcoming program. The ideal candidate will be experienced in deploying VoIP equipment, migrating from the legacy telecommunication platform, replacing end-of-life desktop equipment, and supporting high-visibility projects. Join our team and be a part of this exciting Technology Refresh program that is transforming our telecommunications infrastructure and supporting critical projects. Your technical expertise and dedication will play a vital role in our success.

Shift Schedule:

• Sunday through Wednesday, 10:00 pm – 8:30 am (4 days x 10 hours days with 30-minutes for lunch)

• Wednesday through Saturday, 10:00 pm –8:30 am (4 days x 10 hours days with 30-minutes for lunch)

Travel Requirement: This position will require regular work in Dulles, VA and Crystal City, VA. Reliable transportation to travel between campuses is essential. Must be able to work on-site.

Key Responsibilities:

• Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems. Enters information into the ticket tracking system, documents the issue(s), and triages/endeavors to perform first contact resolution.
• Responds to IT related service requests (user problems, incidents, issues, requests and queries). Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).
• Issue assessment and troubleshooting.
• Assist in identifying user’s problem/potential problem and solution.
• May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow.
• Supports Deskside Operations Team with ticket response and resolution.
• Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
• Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
• Occasionally work outside of normal business hours, not exceeding 40 hours per week.

Requirements

·       A high school diploma, a Certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.

·       2-3 years of progressively responsible IT Service Desk, Help Desk or Deskside experience including working with ticketing systems (i.e., ServiceNow)

·       A+ Certification (ITIL v3 Foundations Certification is a plus).

·       Must be able to successfully pass a TSA background check.

Benefits

At Aperio Global, we understand the value of investing in our most important asset—our employees. That's why we have crafted a comprehensive benefits package designed to help you make the best decision for yourself, your family and your lifestyle. For additional details, contact our talent acquisition team.

Aperio Global fosters a diverse work environment and provides equal employment opportunities (EEO) to all employees and applicants for employment. We prohibit discrimination and harassment of any type and offer employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other distinction protected by federal, state or local laws.