"Alerted.org

Years of Experience: 5 years of experience

Education Requirements: Bachelor’s degree in IT, Computer Science, or related discipline

Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality..

Responsibilities:

• Troubleshooting complex hardware, software, and network issues escalated from Tier 1

• Managing ticket queues

• Collaborating with other IT teams

• Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction

• Mentoring staff

Requirements

Required Skills:

• Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree

• Public trust security clearance

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Preferred Skills

• CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred

Soft Skills:

• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.

• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

• Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.

• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.

• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.

• Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.

• Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

+ Medical

+ Dental

+ Vision

+ AD&D

+ STD

+ LTD

+ Company paid Life Insurance

+ 401k with employer contribution

+ Paid Time Off

+ Pet Insurance