IT Support Specialist - Latitude, Inc.

Rockville, MD

Main Points

Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Implement and support disaster recovery solutions.
Serves as the Tier 1 and Tier 2 support for the computer user community.
Responds to customers via phone, in person, and through remote support channels.
Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
System documentation to include system reviews and recommendations.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.
Ability to work in a team and communicate effectively.
Escalate service issues that cannot be completed within agreed service levels.
Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Maintain specific knowledge of the customer and how IT relates to their business strategy
Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
One year general experience.
Ability to gain and/or maintain a Public Trust clearance.

It is required that the candidate hold one or more of the following certifications:

- Foundation Certificate in IT Service Management (ITIL) v3 or higher
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert
- Apple Certified Associate
– Mac Integration Basics (current or current -1 version)
- Apple Certified Support Professional (current or current -1 version)
- CompTIA A Certified Professional - CompTIA Network Certified Professional CompTIA Security Certified Professional - Jamf Certified Tech
- Jamf Certified Expert

Source : Latitude, Inc.