Customer Support Professional (Senior)
Company Overview
Dutch Ridge Consulting Group, LLC (DRCG) is an ISO 9001:2015, Department of Veterans Affairs (VA) Certified Veteran Enterprise (CVE), Service-Disabled Veteran-Owned Small Business (SDVOSB). DRCG provides technical support staff at ten locations throughout the United States with corporate offices in Beaver, Pennsylvania and Ashburn, Virginia. DRCG offers expertise in Systems Integration (SI), Information Technology (IT) solutioning, Program Management, Risk Management, Business Process Reengineering (BPR), Requirements Engineering, Workflow Solutioning, and Business Consulting Services. Established in 2016, DRCG holds a TS facility clearance, is 100% US owned, and has over 50 employees (97% hold a Secret clearance or higher). DRCG optimizes client investments by leveraging expertise to better manage the growth and transformation of existing IT environments.
Description
DRCG is proud to be a member of the team supporting Bluestone, an enterprise-level initiative to modernize DEA's IT systems and networks, enhancing security, usability, and accessibility to support mission requirements effectively and efficiently. Bluestone delivers an enterprise-level capability consisting of an integrated organization, innovation, business analysis, development, operations, engineering services, solution architecting, software/ hardware release management & maintenance services, new cloud-based solutions, and next generation network options.
Duties and Responsibilities
The Customer Support Professional (CSP) will provide Tier 2 Level Field Support to DEA personnel. The CSPs workload is tracked through DEAs enterprise ticketing software. Tickets are tracked and measured daily for Mean Time to Resolution/Repair (MTTR), Ticket Audit Updates, Aged Tickets, and Open/Closed Counts.
The ideal candidate will:

• Perform IT incident response to resolve end-user issues to a high degree of customer satisfaction.
• Support hardware and software upgrades, patch maintenance.
• Troubleshoot hardware, software, network, and systems issues
• Maintain remote user assistance capabilities and internet connectivity for standalone workstations.
• Provide technical assistance for relocation and moves.
• Provide outstanding support to DEA users.
• 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.
• Perform installation of servers, routers, switches, UPSs, laptops, workstations, monitors, etc.
• Assist with a variety of software installation/upgrades and troubleshooting of DEA applications ranging from Web Applications to Office Automation to Operating Systems.
• Provide excellent written and oral communication with customers and peers.

Position Requirements

• Bachelor's degree preferred, or equivalent experience.
• Three years of experience supporting enterprise IT environments.
• Must possess an active Secret Clearance.
• Ability to work in a team environment.

Job Location
Dallas, Texas
DRCG, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other criteria the consideration of which is made impermissible by applicable law.
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