Technical Support Engineer

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

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.

Job Qualifications:

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

Skills 

• Answer Ad-hoc phone calls 

• • General client staff 

• • Recognize when to escalate calls 

• Assist users remotely 

• • General client staff 

• • Utilize all internal tools (Authorized work PCs through RMM and Ad-Hoc) 

• Password resets 

• • User passwords 

• • General client staff 

• Office 365 break/fix 

• • Desktop applications 

• Laptop staging 

• • General client staff 

• • • New hires and laptop refreshes 

• Office 365/AD security group changes 

• • Adding group membership to existing groups utilizing automation processes 

• Create accounts for new hires utilizing automation processes 

• • General client staff 

• User offboarding utilizing automation processes 

• • General client staff 

• Manage remote session coordination using TimeZest 

• Coordinate shipment carrier pickups of workstations to clients when needed 

• Security incident response 

• • Follow documented procedures 

• Hardware break/fix 

• • Workstations 

• AD/Azure Tasks 

• • Understand limitations 

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 75% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 75% 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.