Nationwide IT Services (NIS) is seeking a Tier 2 Desktop Support Specialist to ensure incident resolution process is effectively executed by resolving helpdesk tickets submitted by users via ticketing system (Servicenow) to track progress and document final resolution.

100% on-site

US Citizen with active Secret Clearance

SEC CE required

Hours : Mon-Fri 7 : 30 to 1600

Position Description :

• Provide technical support services to staff and student classrooms during core business hours.
• Provide real-time support services for local non-enterprise software application systems.
• Investigate and document technical malfunctions to determine cause, define the problem and initiate corrective action.
• Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact staff member for resolution, all reporting is successfully completed and documented.
• Assist users in gaining access to remote access applications, install required software, train users and resolve technical issues.
• Perform inventories of all NMOTCENT IT assets and provide all tracking documentation to the Business Services team and properly dispose of IT assets with all security and disposal regulations.
• Prepare and maintain supporting documentation for all business practices and procedures.
• Troubleshoot technical issues during deployment of all Microsoft Windows operating system upgrades.
• Perform onsite support of workstation / laptop / tablet installation and setup of all classroom equipment.
• Provide desktop support and manage the break / fix process to resolve technical issues.
• Apply IT hardware and software management principles, methods and procedures for troubleshooting issues, email account management, audio / video / web teleconferencing capabilities and smart phone technology.
• Work with all levels of personnel to troubleshoot technical issues and provide general technical assistance.
• Configure PCs, workstations, laptops, and tablets.
• Analyze and resolve technical issues.
• Manage email accounts and groups using Active Directory and DEPO systems.
• Manage server hardware, file format by filename extension, application and web content and virtual server / machine operations.
• Assist with equipment inventory and secure IT disposal principles and methods.
• Utilize Microsoft Office applications like Word, Excel, Outlook, Visio and PowerPoint daily.
• Resolve issues involving streaming video, graphic design, web enabled graphic tools, interface development and content management systems.
• Understand DoD Information Assurance criteria, network and web security principles and protocols and the ability to apply these standards.
• Provide effective communication, customer service skills and team building skills.
• Understand military leadership and the NMOTC mission.
• Prepare and maintain supporting documentation for all business practices and procedures.

Position Requirements :

• 1-3 years of experience or BS in Computer Science
• DoD 8570 IAT LVL II Certification, Sec CE
• US Citizen with Active Secret Clearance

About Nationwide IT Services

NIS is an IT and Management consulting company, and a CVE-verified Service-Disabled Veteran Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.

Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick / vacation), commuter benefits, employee assistance program (EAP) and educational reimbursement.

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status.

Last updated : 2024-05-29