About the Role:
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 experience as 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 DOE
- Travel - Some travel required, vehicle required.
- On Call rotation 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%
- PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.
Top Skills
What We Do
At OSIbeyond, we believe in perfectly orchestrated technology. We understand that your business relies on technology, which is why you can rely on us.
Our mission has always been to provide our clients with a boutique, world-class customer experience, consisting of our team of IT professionals who are committed to providing proactive services through a strategic approach.
Our clients range from small to medium-sized nonprofits, associations, defense contractors, and commercial businesses who rely on us as a strategic technology partner to streamline their IT management, and protect them from cyber threats.
Effective technology and cyber security are critical to your organization and business. Our comprehensive services include:
Managed IT
IT Support
Cloud Solutions
Technology Strategy
Cyber Security
CMMC Compliance Solutions
Managed Security Services
Whether your organization is seeking to fully outsource all IT operations or supplement existing internal IT staff, OSIbeyond possesses the capabilities to accommodate solutions of varying scale.
Our entire portfolio of Managed IT Services and Cyber Security solutions are backed by world-class customer service and our insatiable desire to nurture long-lasting partnerships with our clients. When you select OSIbeyond, you get more than a technology provider; you gain a technology partner.
Specialties:
Cyber Security
Cybersecurity Maturity Model Certification (CMMC) Compliance
Risk Assessment
GAP Analysis
Managed IT Services
IT Helpdesk Support
Cloud Solutions
Microsoft 365/Azure
Microsoft Certified Silver Cloud Platform partner
Technology Strategy
