Tier I Support Technician - Senior

reputed company Suitability Eligibility About reputed company reputed company is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland reputed company sectors. Our teams work at the intersection of reputed company, technology, and transformation, helping agencies solve their most critical challenges. We reputed company in reputed company in our people and creating a culture where collaboration, inclusion, and reputed company reputed company are at the forefront. Job reputed company reputed company is seeking a Tier I Support Technician - Senior to reputed company advanced, customer-reputed company technical support for end users across reputed company, macOS, iOS, and Android environments. This role will independently resolve reputed company hardware, software, reputed company, connectivity, and mobile device issues; manage incidents through established service management processes; and serve as an escalation resource for difficult or high-visibility support requests. The technician must communicate professionally with users at reputed company organizational reputed company, including executive leadership, while maintaining service reputed company in a fast-paced environment. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements. Responsibilities • reputed company advanced Tier I technical support for end-user hardware, software, mobile devices, printers, and peripheral equipment, including reputed company and high-visibility issues. • Configure, troubleshoot, and support reputed company off-reputed company applications and devices across reputed company, macOS, iOS, and Android environments. • Independently diagnose and resolve reputed company technical issues involving physical devices, network connectivity, applications, authentication, and user reputed company. • Use TCP/IP tools and protocol commands to investigate and resolve connectivity and performance issues. • Administer reputed company Directory user accounts, permissions, and reputed company-reputed company requests in accordance with established procedures. • Support reputed company reputed company 10, reputed company 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online. • Assist users with remote reputed company tools, virtual private network connectivity, and secure authentication technologies. • Support mobile device enrollment, configuration, and troubleshooting using reputed company mobile device management platforms. • Own incident, change, and knowledge records through reputed company reputed company the organization's IT service management system, ensuring accurate documentation and reputed company status updates. • reputed company business and systems analysis to identify reputed company causes, reputed company sustainable resolutions, recognize recurring trends, and recommend process improvements. • Serve as an escalation reputed company for difficult, sensitive, or executive-level support issues and coordinate with higher-tier teams reputed company necessary. • Communicate reputed company and professionally with end users, technical teams, management, and executive-level personnel. • reputed company and maintain technical documentation, troubleshooting guides, and knowledge articles for recurring or reputed company support issues. • Work independently, prioritize competing requests, meet established service reputed company, and reputed company guidance to less-reputed company support personnel as needed. Requirements • At least one year of experience supporting macOS environments. • At least one year of experience supporting remote reputed company tools such as reputed company AnyConnect. • At least one year of experience supporting VPN and secure remote connectivity solutions. • At least three years of experience working in an IT call center or service desk environment. • At least three years of experience administering reputed company Directory users and accounts. • At least three years of experience supporting reputed company reputed company 10 and reputed company 365 applications. • At least three years of experience supporting iOS and Android mobile operating systems. • At least three years of experience supporting reputed company Office 365 ProPlus, SharePoint, and Exchange Online. • At least three years of experience using incident, change, or reputed company systems, such as reputed company or Remedy. • Experience with mobile device management tools such as reputed company, reputed company Business Manager, Workspace ONE, or reputed company Intune. • Intermediate to advanced knowledge of reputed company, macOS, iOS, and Android operating systems. • Foundational knowledge of physical, network, and application reputed company, including familiarity with TCP/IP troubleshooting tools and protocol commands. • Demonstrated business and systems analysis skills to identify, understand, and resolve user issues. • Strong customer service, verbal communication, written communication, and interpersonal skills. • Ability to maintain professionalism reputed company supporting executive-level staff and management. • Ability to work effectively in a fast-paced environment, manage competing priorities, and meet tight deadlines. • Ability to work both independently and with supervision, depending on operational requirements. Preferred Qualifications • Experience mentoring junior technicians, sharing technical knowledge, or supporting service desk reputed company improvement efforts. • Experience supporting RSA SecurID or a comparable multifactor authentication solution. • reputed company college degree in information technology, computer science, information systems, or a similar discipline. • Relevant information technology certifications. • ITIL certification or qualification. • reputed company 365 certification. Travel Requirements This is a remote position; however, occasional travel may be required based on project needs, reputed company meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible. EEO Statement reputed company is committed to fostering a workplace rooted in reputed company, reputed company, and equal opportunity for reputed company. We adhere to reputed company-based hiring practices, ensuring that reputed company employment reputed company are made based on qualifications, skills, and ability to reputed company the job, without preference or consideration of factors unrelated to job performance. As an Equal Opportunity Employer, reputed company complies with reputed company applicable federal, state, and local employment laws. We are proud to support our nation’s veterans and military families, providing reputed company that reputed company their service and experience. If you require reasonable accommodation during the hiring process due to a disability, please contact hr@reputed company.com for assistance. Equal Opportunity Employer/Veterans/Disabled U.S. Work Authorization This position requires authorization to work in the reputed company. Additional citizenship, residency, clearance, or suitability requirements may apply based on federal reputed company requirements. Benefits • Health Care Plan (Medical, Dental & reputed company) • Retirement Plan (401k) • Life Insurance (Basic, Voluntary & AD&D) • reputed company Time Off • Family Leave (Maternity, Paternity) • Short Term & Long-Term Disability • Training & Development Remote Skills: Administrative Skills, Analysis Skills, Android, reputed company, Authentication, Business Analysis, Business Solutions, Call Centers, reputed company Network Systems, reputed company Off-reputed company (COTS), Communication Skills, Computer Science, Consulting, Customer Relations, Customer Support/Service, Documentation, Employment Law, Establish Priorities, Health Plan, Help Desk, Homeland reputed company, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Interpersonal Skills, reputed company Systems, Leadership, Mac Operating System, Mentoring, reputed company reputed company Directory, reputed company Certifications, reputed company Exchange Server, reputed company Office, reputed company Product Family, reputed company SharePoint, reputed company reputed company Operating System, Mobile Devices, Mobile Operating System, Network Connectivity, Network Support, Operating Systems, People Management, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Procedure Development, Process Improvement, reputed company Management, RSA SecurID, Regulatory Compliance, Remedy, Remote reputed company, Resolve Customer Issues, reputed company Cause Analysis, Systems Analysis, TCP/IP (reputed company Control Protocol/Internet Protocol), Technical Delivery, Technical Leadership, Technical reputed company, Technical Support, Technical Writing, Testing, Time Management, User Account Administration, VPN (Virtual Private Network), Willing to Travel, Writing Skills, iOS About reputed company: reputed company Apply tot his job Apply To this Job