Sr. Customer Technical Support Specialist (Help Desk)

Replies within 24 hours

Benefits :

401(k)

401(k) matching

Competitive salary

Health insurance

Paid time off

Training & development

Tuition assistance

Vision insurance

Role : Sr. Customer Technical Support Specialist (Help Desk)

About Rigil

Rigil is an award-winning strategy technology and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business on the premise : There is always a better way. A better way to serve customers develop solutions and foster a balanced working community. We value teamwork and strive to build strong leaders.

Location : Dahlgren Virginia 22448

Job Type : Full-Time

Clearance : Top Secret Clearance

Job Description :

• Provides end-to-end full-lifecycle endpoint support for IT assets including troubleshooting configuration deployment imaging upgrades and maintenance for desktops laptops printers mobile devices and virtual environments.
• Maintains a centralized patch and update repository for all supported operating systems third-party and vendor software ensuring monthly and ad hoc updates and secure media creation for offline assets.
• Performs hardware and software configuration IMACs and technology refreshes using Government-approved baselines and imaging utilities with a target of replacing at least 20% of assets annually.
• Operates and manages a Unified IT Helpdesk to deliver incident problem and service request management event monitoring knowledge management and customer communication consistent with SLA / XLA targets.
• Collects and reports ITSM metrics (e.g. incidents trends customer sentiment and service performance) through Government-provided tools while continually improving efficiency and customer IT experience.
• Supports digital signage lifecycle management including design installation content management and maintenance to ensure operational displays and timely Government communications.

Minimum Qualifications :

• Bachelors level degree.
• 7 years professional experience in operations support.
• Six (6) years of professional experience in Industry Federal or DoD Help Desk Support using a help desk tool such as BMCs Remedy or ServiceNow.
• This position is required to be designated as IAT III level with a T3.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

Required Experience :

Senior IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1