Technical Support Engineer

Washington, D.C.

Secret Clearance Required; Top Secret Preferred

Talent Orchard has been contracted by a long-standing IT Government Contractor in their search for an experienced seeking Junior Level Technical Support Engineers to provide troubleshooting, problem resolution and other technical support to a government agency’s systems and applications.

Responsibilities:

• Open, track, resolve, and close incident response and/or service requests, ensuring problem ownership, promoting end user satisfaction, and documenting all work.
• Troubleshoot and determine problem resolution for customer-specific operating systems and applications. (Finding problem source is desirable, but restoring customer to operational status is primary goal.) Define and classify level, priority, and nature of each problem, request, and/or issue.
• May lead small teams of technical staff in response to special projects.
• Perform systems administrative and operational duties on computer systems.
• Maintain files as required by the vendor of custom design application.
• Analyze, evaluate, and test software and hardware problems.
• Perform installation, planning, and security of computer facilities.
• Responsible for developing and maintaining systems configuration.
• Prepare activity and progress reports regarding support activities.
• Respond, investigate, and correct problems.
• Act as technical resource for all users.
• Contribute to finding improvements in the hardware, software, or infrastructure-related services.
• Work toward agreed-upon SLAs in order to resolve customer issues in a timely manner.
• Organize appropriate training and utilize commercial and government off-the-shelf products (COTS and GOTS).
• Install, troubleshoot, support, and configure microcomputer hardware and software systems to include servers.
• Perform these functions for peripheral devices such as modems, scanners, printers, and fax devices.
• Provide troubleshooting diagnosis and repair for microcomputer devices.
• Install hardware and software application on myriad of computer devices.

Qualifications:

• 3-5 years of related experience in technical support providing Tier 1 and 2 technical support, both hardware- and software-related
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially the ability to listen and understand what is being described
• Working knowledge of Remedy ticket system; creating, updating, and closing tickets
• Excellent attention to detail
• Ability to work in a fast-paced environment
• Must be a team player

Clearance:          Must be a U.S. citizen and hold minimum Secret clearance; Top Secret preferred

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

•  Human Capital
•  Professional Services
•  Accounting/Audit Readiness
•  Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

 
Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.

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