Technical Support 2

Essential Job Duties:

• Configures, installs, and troubleshoots PC systems and peripherals.


• Configures, installs, and troubleshoots switches and routers.


• Applies general knowledge of networking and cybersecurity principles.


• Provides helpdesk and technical support via online platforms, email, and phone.


• Delivers training, performs repairs, and conducts preventative maintenance.


• Ensures high-quality end user support across equipment, software, communications, and training.


• Configures and tests of customer-purchased equipment prior to shipment.


• Creates and manages support tickets in the helpdesk system.


• Assists the Systems and Network Manager with network and communication projects.


• Develops a strong understanding of company products, equipment, and customer requirements.


• Adheres to internal procedures and recommends improvements when necessary.


• Provides emergency technical support during weekends or after hours when scheduled.


• Maintains professionalism in all customer interactions.


• Works in accordance with company safety and quality standards.


• Maintains a safe and clean work environment.


• Performs other related duties as assigned.


• Maintains accurate hardware and software inventory records.


• Updates and manages helpdesk applications to build a support activity database.


• Understands company operations and ensures IT support aligns with corporate goals.


• Trains and assists IT Support Specialists.


• Resolves helpdesk tickets escalated from Technical Support Level 1.


• Follows internal IT procedures and suggests improvements as needed

Education & Experience:

• Bachelor of Science in Information Technology (BS), Computer Science, or a related field; equivalent formal training or certifications may be considered.


• Minimum of three (3) years of hands-on experience in the Information Technology (IT) industry.


• Experience with configuring, installing, and troubleshooting PC systems, peripherals, switches, and routers.


• Familiarity with helpdesk operations, ticketing systems, and remote support tools.


• Working knowledge of network infrastructure, cybersecurity principles, and system administration.


• Experience supporting end users in a technical environment, including training and preventative maintenance.


• Exposure to Controlled Unclassified Information (CUI) handling and compliance is preferred.


• Certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA are highly desirable.


• Experience working in a customer-facing technical support role with strong communication and problem-solving skills.


• Ability to work independently and collaboratively in a fast-paced, service-oriented environment.

  Required Qualifications:

• Legal Requirement: Must be a U.S. person (U.S. citizen or lawful permanent resident) to comply with federal contracting regulations. Must be a US person as defined by ITAR.


• Language Proficiency: All candidates must be fluent in English, with the ability to speak, read, and write at a professional level.

Physical Demands & Working Conditions:

•  Requires sitting for extended periods of time.


• Requires dexterity and coordination to handle files and paperwork.


• Requires climbing ladders when necessary to complete tasks.


• Requires occasional lifting of materials (up to 25 lbs.), including files and reference documents.


• Requires minimal reaching for items above and below desk level.


• Requires movement throughout the building to complete tasks.


• Requires strength, coordination, and visual acuity to operate a keyboard and video display terminal for prolonged periods.


• Requires travel as needed.