Collab and App Specialist
Years of Experience: 2 years of experience
Education Requirements:Bachelor’s degree in IT, Computer Science, or related discipline
Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description: Supports the escalation of tickets from Tier 1 for advanced troubleshooting. Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.
Responsibilities:
- Serves as advanced technical support for an organization's software applications and collaboration platforms
- Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments.
Required Skills:
- Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
- Public trust security clearance
Preferred Skills
- CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills:
- Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
- Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
- Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
- Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
- Problem Solving:. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
- Results oriented: Able to drive things forward regardless of personal interest in the task.
SES provides a competitive salary and the following benefits:
- Medical
- Dental
- Vision
- AD&D
- STD
- LTD
- Company paid Life Insurance
- 401k with employer contribution
- Paid Time Off
- Pet Insurance
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