Tier 2 Support Specialist

Job Summary

Aptive Resources is seeking a Technical Support Specialist who would be able to support IT tickets and IT projects. This IT support professional will serve as the first line of support for all employee information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.

This full-time position is in Alexandria, VA with the desired candidate being able to work from the office several days a week.

Primary Responsibilities

Essential Duties & Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Work to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions.
• Provide 1st and 2nd level support for the staff including research and resolution for technical problems. Serve as the primary contact for solving, assigning, and escalating tickets as needed.
• Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
• Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
• Develop and maintain desktop support procedures and prepare end-user documentation.
• Manage infrastructure assets: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
• Diagnose and resolve customer related hardware/software issues utilizing the Jira Helpdesk.
• Track and document all system changes, problems, issues, and work tasks within Jira system.
• Provisioning of newly procured endpoints to include desktops, laptops, printers, and mobile devices.
• Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
• May frequently position self to maintain computers/pull cords under desks and in server closets.

Minimum Qualifications

• Bachelor's degree. Experience may be substituted for education.
• One to three years working IT helpdesk or related technical role on Windows systems.
• Experience in conducting routine system administration tasks and logging data in system admin logs.
• Experience in interfacing with customers.
• Excellent communication and interpersonal skills.
• Experience with hardware, software, and cloud systems management.
• Ability to work onsite in Alexandria, VA.
• Ability to obtain and maintain a public trust clearance.
• Legal authorization to work in the U.S.

Desired Qualifications

• A+ or related certifications.
• Hands-on experience working with ticket systems.
• Experience with MS Office 365 and Azure.
• Ability to troubleshoot and support Windows 10 and 11, macOS, Android, and iOS devices.
• Prior work experience in a fast-paced environment.
• Strong problem-solving skills.
• Good interpersonal skills.
• Must be punctual and dependable.
• End User friendly attitude with a passion for information services support.

Client Information

This position will be part of the Aptive Information Technology group supporting Corporate activities.

About Aptive

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We're advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

EEO Statement

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.