Service Desk Technician - job 1 of 2

Overview

Ensures that end-users have a smooth and efficient experience with technology tools by addressing technical issues and providing desktop support. Uses technical expertise, effective communication skills and a customer-focused mindset to assist team members via phone, email, online systems and in person. Supports PCs, networking printing devices, peripherals, and software. 

Responsibilities

• Perform software troubleshooting on-premises for offerings such as; Office 365, Exchange Online, Teams, OneDrive, and Adobe.

• Perform hardware troubleshooting on-premises for printers, PC's, VOIP's, VT equipment, TV's, Monitors, and KVM.

• Collaborate with various IT Help Desks to troubleshoot and document IT issues.
• Assist with IT Equipment Inventories.
• Manage supplies for IT equipment.
• Assist with escort of Maintenance Personnel, IT Personnel, and others as required,
• Assist with troubleshooting network ports and network equipment.
• Setup IT equipment for users.
• Manage VTC bridge connections.
• Manage Conference Room configurations.
• Collaborate with team members on future direction and opportunities for new technology.
• Assist Staff Solutions Architects with implementation of new solutions.
• Receive and respond to escalated/advanced service requests from customers.
• Comply with standard company policies and procedures.
• Work effectively on team projects, communicating properly and providing status.
• Recognize necessary improvements and make suggestions.

• Conduct Data Transfers between various networks.

Qualifications

• Bachelor’s degree in Computer Information Systems, Information Technology, ComputerScience, or a related technical field. Additional experience may substitute for degree.
• 2-7 years of relevant experience.
• CompTIA Security+ CE or the ability to obtain it within 6 months.
• Top Secret Clearance.
• Knowledge of networking fundamentals.
• Ability to remediate and troubleshoot issues.

Knowledge/Skills

• Knowledge of office administration and procedures
• Exceptional judgment capabilities and relationship management skills.
• Excellent communication, teamwork, and client service skills; ability to clearly communicate in discussions and written documents, and to deliver feedback clearly and tactfully.
• Interact with a diverse array of customers and staff in a professional and courteous manner.
• Work independently with accountability for accurate and complete results.
• Be extremely organized and exceptionally detail oriented.
• Work well both independently and in a team environment.
• Be energized by a fast-paced work environment.
• Communicate well:  listening, verbal, and written.
• Analyze information and respond appropriately.
• Manage time wisely and prioritize tasks.
• Provide superior customer service
• Multi-task in a pleasant manner.
• Work well under pressure.

Physical Demands

• The physical demands described here are representative of those that must be met by anemployee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand; walk; handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl.
• The employee must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Regular i3 hours are 8:00 a.m. - 5:00 p.m. Monday-Friday, however, additional hours may be required on occasion.
• Regular and punctual attendance is required.

About i3

i3 is a technically diverse, 100% team member owned business, headquartered in Huntsville, Alabama specializing in missile and aviation systems engineering and logistic services, electronic warfare and electromagnetic effects analysis, UAS system integration and flight operations, full lifecycle C5ISR engineering services, cybersecurity and IT/IA innovative solutions and virtual training, simulation & serious game development and implementation. We have established a broad offering of products and capabilities collectively providing decades of experience supporting the full complement of DoD military services, Missile Defense Agency, National Aeronautics and Space Administration, and a variety of other Government organizations and private industry customers.  

Perks of being a team member owner include:

• Long-term financial security
• Higher job satisfaction
• Greater job security
• Personal and professional growth
• Great company culture

Other outstanding benefits:

• Excellent insurance coverage
• 401(k) match
• Generous PTO
• Health and wellness incentives
• Tuition and certification reimbursement
• Countless opportunities to give back to the community through i3 Cares

We work hard. We compete hard. We play hard. Apply now to join us!