Technical Support Engineer

Job DescriptionJob DescriptionSalary: $51,500-58,999/year

Position Summary:

The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.

Key Responsibilities and Duties:

• Work and complete assigned tickets according to SOPs

• Provide high quality written and verbal customer service

• Accurately track and document all work

• Perform technical support services in line with the technical
  skill requirements

• Setup and support physical hardware

• Travel to client sites to perform support when necessary

• Participate in on-call rotation and scheduled infrastructure maintenance
  

Job Qualifications:

Core Competencies

• Timeliness Meets deadlines - Completes work in a timely manner.

• Reliability
  Achieves commitments - Arrives to work and meetings when scheduled/expected.

• Attitude
  
  Has a positive attitude about performing their job.

• Organization
  
  Manages their own work and schedule

• Accountability
  Takes responsibility for actions and resolves own mistakes

• Receptive open to feedback and willing to grow and improve

• Adaptable
  flexible and open to change

• Integrity
  High work ethic and integrity

• Follow through
  Ensures work completion

• Quality complete all work with a high level of detail and accuracy

• Professionalism
  Conduct oneself in an all-round professional manner

• Communication Communicate effectively

• Team Available and supportive of coworkers

Abilities

• Prioritize and maintain a tidy ticket queue

• Notify the Helpdesk Manager when unable to complete workload

• Identify when an assignment should be escalated

• Create detailed documentation and ticket notes

• Provide high quality and timely
  customer service

• Meet all SLAs

• Support peers

• Travel to client sites when needed

• Participates in on-call rotation, weekend updates, technical training

Security Responsibilities

• Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.

• Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.

• Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.

• Immediately follow incident response procedures when a security incident or concern is noticed.

• Assist with the escorting or monitoring of visitors.

Experience and Knowledge

1-2 years of experience as a Tier 1 TSR

Certifications:

• CompTIA A+

Position:

• 
  Location Rockville, MD
  
  Hybrid eligible, not to exceed 1-day
  WFH
• 
  Employment Type - Full time
• 
  Compensation - $51,500-58,999k
• Travel -On-Call rotation required. Some travel required, vehicle required