Tech Support

M9 Solutions is dedicated to providing IT services and solutions to the Federal Government by mobilizing the right people, skills, clearance levels, and technologies to help organizations who desire improved performance and modern, sustainable change. M9 has provided quality IT services and support to more than 30 Federal Agencies and multiple commercial customers nationwide. Our capabilities include digital transformation, software development, cloud migration, applications & infrastructure, cybersecurity, data delivery & analytics, and IT talent solutions.

M9 Solutions is seeking Tech Support to work onsite in support of a contract for a client located in Washington, DC. An active Secret clearance is required.

Responsibilities

• Perform systems administrative and operational duties on computer systems.


• Perform account management duties in Active Directory.


• Welcome and greet customers when handling front desk operations.


• Analyze, evaluate, test, and repair basic hardware problems.


• Prepare activity and progress reports regarding support activities.


• Respond, investigate, and correct problems.


• Act as a technical resource for user queries.


• Contribute to developing and implementing improvements in the account management processes.


• Working to achieve SLA's when resolving customer issues.


• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS).


• Provide troubleshooting, diagnosis, and repair for laptop and mobile devices.

Required Skills and Qualifications

• Active Secret security clearance.


• Associate degree or equivalent experience.


• 1 - 3 years of related experience.


• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.


• Experience providing Tier 1 and 2 technical support for hardware and software.


• Excellent attention to detail.


• Strong customer service and communication skills (both written and verbal).


• Excellent interpersonal skills, especially the ability to listen and understand what is being described.


• Strong working knowledge of computer terms.


• Customer service operations experience.

Preferred Skills and Qualifications

• Having mobile or public key infrastructure (PKI, Smartcard) experience.


• Obtained one or more industry standard certifications - A+, Security+, Network+, etc.

M9 Solutions, LLC (M9) is a Federal contractor and we comply with all applicable federal laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964. We also adhere to the affirmative action requirements of the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act, ensuring equal opportunity for veterans and individuals with disabilities. Please click here to complete M9's Voluntary Self-Identification Form and then email it to [email protected]. If you need accommodation during the application process or encounter difficulties using our website, please contact our Human Resources Department at [email protected] or 703-936-0880.

With 14+ years of proven delivery and steady growth, M9 Solutions is a unique small business with credible past performance and key capabilities offering project management services, solution architects, business analysts, program managers, technical architects, and technical consultants. M9 was recognized as an Inc. 5000 Fastest-Growing Private Companies in 2021, 2020, 2019, 2018, 2017, 2016, and 2012. M9 Solutions believes that work should be fun, rewarding, and something everyone can be excited about. We offer a competitive compensation package and value diversity in driving the vision of the company.