IT Support Specialist

SemanticBits, LLC
13921 Park Center Road Suite 420
Herndon, VA 20171
United States

Healthcare & Social Assistance
Application Closing Date
Experience Required
Security Clearance Required
Employment Type
Work Schedule
Some Travel

Job Description
SemanticBits, LLC is seeking an IT Support Specialist to join our operations team in our HQ office in Herndon, VA. The company provides necessary protection to ensure the health and safety of our employees that are required to report on site. This role is focused on user technical support and user equipment management. This position is responsible for using Mobile Device Management software for deploying, maintaining, and tracking IT assets such as laptops and software licenses. Candidates will respond to support requests via phone, email, and instant messaging platform; provide a high level of customer support for the company; and provide technical expertise for various hardware and software installations, repairs, or upgrades. You will use industry-standard enterprise tools for managing a highly remote workforce, including Airwatch, ActiveDirectory, and Yubikeys. The ideal candidate should enjoy interacting with people to help them diagnose and resolve their IT-related issues in a timely and professional manner. This position is open to a junior to mid-level professional depending on experience.
Job Requirements
Monitor and respond to IT support requests via a centralized ticketing system
Provide Tier 1 application support by receiving calls, emails, and Slack inquiries
Provide Tier 2 application support by helping users troubleshoot their software and hardware problems
Manage Active Directory infrastructure and clients
Manage and provide support for enterprise Mobile Device Management solution
Organize and track IT equipment inventory
Collaborate with other operation teams to onboard and offboard employees
Participate in developing and documenting standard processes for IT-related activities
Anticipate inventory needs based on hiring projections and trends
Communicate with external customer support services on repairs, warranty concerns, change in service, licences, etc.
Package, ship, and receive IT assets
Support procurement requests including laptops, computer accessories, network equipment, security products, warranties, and software licenses
Other duties as assigned

Required Qualifications:
Bachelor’s degree preferred with 1-2 years experience providing help desk support

Deep knowledge with and ability to troubleshoot Windows and Mac
Moderate networking knowledge, such as troubleshooting wifi routers and provisioning vpn clients required
Ability to work in a fast-paced environment with customers from the west coast to the east coast
Ability to work closely with both local and remote customers
Positive, professional demeanor
Candidate must reside in the United States and be able to come into the Herndon office five days a week
Flexible and willing to accept a change in priorities as necessary

Nice to Have:
Experience administering Active Directory highly desirable
Experience administering a Certificate Authority preferred
Experience provisioning and troubleshooting Personal Identity Verification cards (PIV / Yubikey) highly desirable
Demonstrated ability to automate tasks with various scripting languages (powershell, bash, python) a plus
Federal Government contracting work experience
Prior experience working remotely up to full-time and with distributed teams

Physical and emotional requirements for the job:
This position is performed at the Herndon, VA Headquarters Office and involves sedentary work. Employees in this role can be expected to exert up to 40 pounds of force on occasion in order to lift, carry, push, pull or otherwise move standard electronic equipment.. Employees are expected to make decisions in a timely manner and display emotional intelligence during occasional stressful situations.
Generous base salary
Three weeks of PTO
Excellent health benefits program (Medical, dental and vision)
401k retirement plan. We contribute 3% of base salary irrespective of employee's contribution
100% paid short-term and long-term disability
100% paid life insurance
Casual working environment
Flexible office hours
Company provided PC

SemanticBits, LLC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law. We are also a veteran-friendly employer.
Padra Xiong
13921 Park Center Road Suite 420
Herndon VA 20171
United States

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