IT Specialist (Top Secret Required)

IT Specialist

Federal Bureau of Investigation (FBI)

Quantico, VA

Overview

The Information Technology Enterprise Services Division is to meet and/or exceed the customers' value proposition for computer services in terms of quality, timeliness, and responsiveness through cost effective, schedule compliant, reliable, and secure leveraging of IT technologies for the FBI.

Program Goals:

• Sustain the productivity of FBI personnel by providing accurate, courteous, timely and effective customer service, desktop/laptop/tablet/peripheral technical support, fulfilling operational shifts as determined by mission needs.
• Enable the FBI to be more productive through the proficient administration of a multi- disciplined cadre of IT Specialists.

Responsibilities

• Provide IT support to all customers in a solution center setting.
• Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
• Triage and troubleshoot tickets submitted.
• Change and reset passwords on FBI information systems.
• Provide desktop software application assistance.
• Resolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entities.
• Provide customers with status of the ticket and serve as primary support.
• Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
• Inform customers of their IT options and the associated benefits and limitations.
• Provide expert technical support to customers having varying levels of computing skills.
• Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups.
• Provide information and direction to users on how to gain access to IT services.
• Receive walk-in customer IT queries, documenting as much detail of issues as possible.
• Troubleshoot and triage interaction and incident tickets and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support.
• Enter and manage Service Manager (SM) tickets.
• Identify incident trends and escalate identified problems to supervisory personnel.

Qualifications

• Bachelor’s degree 2 years' experience OR 7 years equivalent experience
• Outstanding communication skills, ability to communicate with customers regarding technical topics.
• Experience and demonstrated proficiency in installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.
• Experience troubleshooting and resolving issues with mobile phones, laptops, tablets
• Experience completing password resets, familiar with multi-factor authentication
• IT Certifications applicable to desktop and mobile computer support

Clearance Level Required: Top Secret, SCI eligible

Potential for Telework:No, this work is performed 100% onsite

Shift: Day

About Obsidian:

Obsidian Global, LLC (Obsidian) is a rapidly growing small business specializing in Information Technology Services, Cyber Security, and DevOps Solutions. We are headquartered in Washington, DC, with a workforce of over 300 IT professionals supporting the Department of Defense (DoD), Department of Homeland Security (DHS), and various Federal Civilian agencies.

Obsidian Global, LLC is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift
• Weekdays

Experience:

• IT Support: 2 years (Required)

Security clearance:

• Top Secret (Required)

Ability to Commute:

• VA, United States 22134 (Required)

Ability to Relocate:

• VA, United States 22134: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000