Technical Support Engineer

adroitts is a fast-growing IT solutions company that helps businesses adapt and grow in a continuously evolving market. Our tailor-made technological solutions are perfectly aligned to our client’s business goals and objectives. we strive to be a long-term trusted and reliable partner for our customers organization to help overcome IT challenges. Our solutions, methodologies and implementations are designed with customer centric focus and customers ROI. We pride ourselves in our employees feeling welcomed, valued, and involved.

Technical Support Engineer – Division of International Finance

Position Description

The Technical Support Engineer Participates in evaluating, testing, deploying, and troubleshooting network systems to provide end-user support. Participates in performing back-end maintenance activities such as inventory management, software upgrades, and network maintenance to ensure systems operate correctly with minimal interruption. Supports the translation of customer support inquiries into technical requirements and in developing plans for the resolution of issues using broad knowledge of the Board's and division's technology environment.

Position Requirements

Candidates should have knowledge of PC desktop software and hardware, to include experience with: ServiceNow, Windows active directory, installing and supporting PC software, basic PC troubleshooting, PC imaging, and on-site and remote end user help desk support. Ability to work in a team environment, strong customer service orientation, oral and written communication skills, attention to detail, and interest in analyzing and solving end user problems are required. Experience with ServiceNow, Linux, and iOS is required.

Position requires full-time (Mon-Fri) on-site support of desktop workstations and end-user support for the Division of International Finance. This support includes but is not limited to: imaging PC’s, installing PC software, upgrading and replacing PC hardware, relocating hardware, basic and advanced troubleshooting, and assisting with help desk support. Grade level will be determined based on years of related experience, educational background, or an equivalent combination of training and related experience. Specific duties and responsibilities include:

• With extensive guidance, provides information technology technical support to customers/clients on small-scale efforts. Supports the translation of customer support inquiries into technical requirements.
• May troubleshoot incidents from their start through their resolution. Participates in the development of plans for the resolution of issues and/or development of solutions using broad knowledge of the Board’s and division’s technology environment.
• Supports the development of high quality, error free work products that go to clients and helps to communicate technical terms to them to provide guidance and/or summarizes complex data information in a succinct and compelling manner.
• Participates in the installation, modification, enhancement and/or management of systems and network resources.
• With extensive guidance, acts in the event of system failure, due to an error, to restore the operation of software systems. Participates in performing network maintenance on small-scale efforts to ensure systems operate correctly with minimal interruption.
• Participates in determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. Supports providing corrective and preventative maintenance to systems to anticipate and safeguard the occurrence of issues. Develops foundational knowledge of Board security standards around system access control.
• Has foundational knowledge of Federal policies and guidelines that govern the confidentiality, integrity, and availability of systems and information management. Stays up to date on IT security trends to recommend security enhancements.
• Has expert knowledge of Federal policies and guidelines that govern the confidentiality, integrity, and availability of systems and information management. Stays up to date on IT security trends to recommend security enhancements.
• Participates in the usage of modern programming languages (i.e., scripting), development tools, and development systems to contribute to the design, development, and implementation of solutions to improve technology efficiencies.
• Supports the identification of defects in software functionality to support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes. Develops foundational knowledge on variety of technology platforms as it relates to functionality (e.g., upgrades, patches, and new requirements).
• Participates in the installation and/or maintenance of distributed processing systems.
• Supports more senior staff in developing system access profiles by using end-user requirements and the level of information needed for a given job role.
• Participates in the implementation of IT frameworks based on user requirements for small-scale efforts.
• Supports the development of product designs to provide input on functional requirements, product designs, schedules, or potential problems for users. May analyze business needs and software requirements to determine feasibility of design within time and cost constraints.
• Has foundational knowledge of evolving trends in technology to assist in developing innovative approaches that deliver value. Participates in researching technologies that might enhance user experience and provides results.

We are looking forward to hearing from you!

Best,

adroitts

Pay: $60.00 - $65.00 per hour

Work Location: In person