What are the responsibilities and job description for the IT Support Specialist (ITSS2) position at MSM Technology, LLC?
Description:
- Handle calls from a diverse range of individuals, including students and VIPs.
- Answer, validate, and triage incoming phone incidents and requests.
- Process, validate, and triage email-submitted incidents and requests.
- Review and validate ticket information.
- Route and escalate tickets to appropriate support teams.
- Identify and perform First Contact Resolution for tickets.
- Provide technical information and assistance on configuration, setup, maintenance, and initial troubleshooting of standard computer systems, hardware, and software.
- Offer best-effort support for technical information and assistance on non-standard computer systems, hardware, and software.
- Configure, set up, maintain, and troubleshoot clients’ computer systems, hardware, and software.
- Demonstrate capabilities in Windows environments and Office 365, including laptops, desktops, and mobile devices.
- Provide technical support to printers and other MFP devices.
- Images devices using PXE to support new and current equipment.
- Security CE Certification (IAT Level II)
- Active Secret Clearance
