IT Support Technician - Mid Level

A3 Technology, Inc. is seeking a mid-level IT Support Technician to join our Data Warehouse group in Washington, DC. The IT Support Technician will support connectivity, ensure data restorations and recovery from systems and workstations, configure equipment and provide customer service.

This position is 100% onsite.

Responsibilities:

• Address and correct any hardware, LAN/WAN and applications or COTS software or connection issues to minimize work interruption.
• Ensure backup, recovery and data restoration from workstations during upgrades or when a problem with the system is diagnosed.
• Support users in the use of computer equipment by providing necessary training and assistance.
• Assist with setting up new equipment and upgrading existing systems.
• Provide a high degree of customer service and adhere to all service management principles.
• Configure the systems and update them with the latest software upgrades and security measures.
• Regularly monitor software, hardware, security and connectivity issues.
• Perform regular performance and efficiency checks of computers.
• Document service desk support-related policies, procedures and guidelines within the Software Center Operations Manual.
• Track and log service desk support requests, record resolution, escalate customer requests and generate trouble tickets with priority assignment based on issue conditions.
• Follow Service Level Agreements.

Skills Required:

• Microsoft Certification, CompTIA A+, Network+ or Security+ certification required.
• Experience providing customer support.
• Experience tracking and logging service desk support requests and troubleshooting issues.
• Experience working under Service Level Agreements.
• Experience documenting procedures in formal repositories.
• Experience providing data backup, recovery and restoration to customers.
• Experience with JIRA software and JIRA Service Management.
• Excellent written and communication skills.
• Ability to adhere to deadlines.
• Self-motivated to take ownership of projects.
• US Citizenship or documented proof of eligibility to work in the US is required.
• Upon conditional offer of employment candidates will be subject to a Government investigation and must meet eligibility requirements to obtain Government clearance.
• Verification of past employment, verification of education and references are also required.

Skills Preferred:

• Experience working with a large organization (>35,000 customers).
• Experience collaborating with peer and client teams.
• Experience working remotely and onsite.

Education:

• Associate's degree in Information Technology or related field and 10 years of IT experience.

A3T is proud to be an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer. We are committed to providing all qualified candidates consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.