Position Location: Washington, DC (onsite)
Who are you?Security-cleared Professional: A Top Secret Clearance is required to be considered for this position.
Education and Experience: You have a Bachelor's Degree in Information Technology, Computer Science, or a related field with 5+ years of professional experience in system administration. Other requirements include:
- Familiar with ITIL-based service management processes (incident, change, asset management).
- Proficiency in using ticketing systems in JIRA and other platforms.
- Customer service experience in a fast-paced environment.
What you'll do:The Mid-Level IT Specialist provides end user support, guidance, deployment, and ongoing assistance for enterprise software licenses that meet business, operational, and/or technical requirements. Other responsibilities include the following:
- Provides support to end users on a variety of issues as it relates to software deployment across all major Enterprise Software licenses.
- Prioritizes customer requests based on severity and impact while maintaining high accuracy and keeping the ticketing queue low.
- Diagnoses and troubleshoots software issues across all major Enterprise Software licenses and enclaves.
- Communicates clearly with customers at all levels of the enterprise to resolve problems and provide status updates.
- Works with System Admins to resolve complex issues and help mitigate risks by reporting them to government leads in a timely manner.
- Identifies, researches, and resolves technical problems independently.
- Documents, tracks, and monitors success to ensure a timely resolution.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- Briefs leadership in a timely manner either in writing or in daily/weekly meetings.
- Works independently or with a team when needed.
What matters to you matters to us.Fusion Technology values its employees and works hard to ensure proper care for them and their families. We desire to compensate employees in a competitive, motivational, fair, and equitable way with other employers in the marketplace. Salary is only one component of employee compensation but an integral part of recruiting and retaining qualified employees. However, at Fusion Technology, we take a comprehensive approach and consider each employee's needs to tailor a compensation plan that provides financial security and peace of mind. Our competitive package includes a best-in-class matching 401K program, a comprehensive healthcare plan through Cigna, a competitive employer contribution to a health savings account, vision and dental plans, life insurance, short- and long-term disability, and personal leave, in addition to paid certifications and training.
