Customer support admin

Job Description

-Promptly respond to IT-related incidents and service requests, troubleshooting utilizing IT Best Practices to resolve end-user problems via both desk side and remote capabilities.

-Promptly respond to and assist the Enterprise Network Operations Center (ENOC) with related incidents as assigned.

-Perform smart hands for installation of servers, routers, switches, UPSs, laptops, workstations, monitors, VOIP Phones, KVMs, Taclanes, amongst peripherals.

-Assist with a variety of software installation/upgrades and troubleshooting of DEA applications ranging from Web Applications to Office Automation to Operating Systems.

-Perform as the system administrator of Windows Servers.

-Perform site survey, site build out, move, and customer relocation efforts.

-Provide excellent written and oral communication with customers and peers.

-Provide Weekly Status Reports to Contract Management.

-Assist with the IT-related task during Disaster Recovery Process.

-Maintain operability of the Uninterruptible Power Supply (UPS).

-Provide technical assistance for relocations and moves.

-Staging and removing end user workstations and associated equipment.

-Prepare equipment for transport and shipping.

-Prepares and maintains site documentation, site notes and drawings.

-For Classified Systems Only - Installing, terminating, and running cabling (CAT5 and FIBER OPTIC Cabling) - All sites overseas are 100% fiber connection.

-Work closely with external vendors to resolve defective equipment.

-Travel to Remote sites when hands on interaction is required.

-Prepare Travel Authorization Requests (TAR) and submit Post Trip Reports.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

-Secret Clearance

-Ability to obtain and pass a Public Trust Suitability Clearance

-5+ years IT experience providing both in-person desktop support and remote support

-Experience supporting Microsoft Windows environments, Windows 11, and Microsoft software

-Active Directory Experience

-Experience troubleshooting and resolving Tier 2 hardware and software problems

-Excellent verbal, written, and customer support skills -Bachelor's degree is an asset

-ITIL Foundations v4

-Security-Experience with Identity Services Engine (ISE), ServiceNow, or Azure