Tier II-Tier III Technical Support Specialist

Addison Group is working with a client in downtown Washington DC, looking to bring on a Tier II/Tier III Technical Support Specialist.

As the first point of response to all computer hardware and software-related inquiries, the ability to thrive in our fast-paced, highly collaborative environment is essential. Ideal candidates must share our commitment to excellence with honesty, integrity, and personal accountability. Strong communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts are essential.

Essential Functions:

• Responsible for account management for our end user community.
• Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices.
• Ensure workstation data integrity by implementing and managing appropriate software and hardware solutions.
• Diagnose hardware and software failures, communicate the remediation plans to users, provide status updates, and resolve in a timely manner.
• Provide software support for users, server administration support, patch management and general use of computers and peripherals.
• Must be able to work independently, taking senior level ownership of projects, and coordinate with software developers when necessary.
• Conduct routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
• Maintain scheduled installations, patching and upgrades in accordance with established IT policies and procedures.
• Proactively manage and maintain server, network and firewall systems.
• Mentor/cross train team members on escalations, existing and new technologies.
• Plans ahead for necessary hardware or software upgrades to support system growth.
• Troubleshoot and proactively monitor IT systems, workstations and peripherals, software, share drive, file mapping and various business applications to identify and routinely conduct root cause analysis to determine and correct operational issues.

Required Knowledge, Skills, Abilities (KSAs):

• Proficient with Jira Ticketing System.
• Proficient with Microsoft Active Directory, Intune, Exchange, Windows 10 and 11, Office 365, Outlook, Azure, and Okta.
• Experience with VPN, Antivirus, MDM, N2WS, and cybersecurity monitoring tools such as Mimecast, Automox, Kandji, Druva, Arctic Wolf, Symantec, Microsoft Defender.
• Experience imaging and troubleshooting Mac and PC hardware, 5+ years of server administration.
• Experience with Zoom Phones and Video Conferencing, Slack and Confluence.
• A diverse set of skills will be required to resolve a complex and wide-ranging set of problems.

Required Education, Certifications/ Licenses, Related Experience:

• High School Diploma or equivalent.
• Must have 5+ years of experience troubleshooting complex issues independently.
• Excellent soft skills are a must, as the selected candidate will regularly communicate will all levels of our user community, including C Suite members.
• Must be able to self-prioritize, successfully work independently, pivot, and adapt quickly in a fast paced, highly collaborative environment.
• A sense of ownership for task completion that ensures an optimum client experience is a must.

ADA SPECIFICATIONS:

• The person in this position may need to move about the corporate office(s) more than half the time.
• The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill the essential functions of the role less than half of the time.
• The person in this position must be able to maneuver (lift, move, carry, slide, etc.) 40-75 lbs.
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time.
• This position requires the ability to spend all of the time viewing computer monitors.
• The person in this position must be able to identify and distinguish between colors less than half of the time.

Why choose Addison IT?
• Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison's job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.