Technical Support Engineer

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 
  

Benefits:

• Medical Insurance - OSIbeyond pays 80% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 80% of the premium for the Employee's plans
• Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• 401K - OSIbeyond matches up to 4%