IT Support Specialist II

About the role

Kratos Defense & Security Solutions, Inc. is a leading defense technology company focused on unmanned systems, satellite communications, cyber security/warfare, microwave electronics, missile defense, training, and combat systems. Kratos Unmanned Aerial Systems (KUAS), a division of Kratos Defense, develops, delivers, integrates, and supports high-performance, cost-effective, jet-powered Unmanned Aerial Systems (Targets and Tactical) for the U.S. military and global allies.

General Job Summary: Provides support services to employees and contractors in local and/or remote access locations, helping resolve technical problems and information technology issues involving desktop, laptop, mobile devices, printers, and network services.

Responsibilities

• Provide front-line onsite and remote technical support to identified locations, including troubleshooting hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 10 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot, and resolve incoming tickets, phone calls, and walk-up requests.
• Ensure priority support to senior leadership, including deadline-driven or after-hours support as needed.
• Utilize technical expertise and applicable company policies and procedures to resolve a variety of issues.
• Use the IT Service Desk electronic ticketing system according to department procedures for opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve 70%–80% of all assigned tickets, and coordinate escalation to the appropriate Information Technology staff and/or vendor(s) for requests outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and build technical knowledge in those sectors.
• May provide access and connectivity support to external customers as needed.
• Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.
• Support and maintain open, professional, and effective relationships with leadership, user community, and peers.
• Serve as onsite resource for other departments within IT, and assist with team maintenance and deployment efforts, including occasional after-hours support.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices to established procedures.
• Maintain site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.
• Perform other duties as assigned.

Requirements

Knowledge, Skills & Abilities

• Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
• Maintain sensitive and confidential information as required by company and government requirements.
• Communicate and interact effectively with peers, leadership, and end users, including maintaining respect for others and following company policies.
• Willingness and ability to learn and utilize company technology for company-required purposes.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as they pertain to the job.
• Ability to organize and manage multiple priorities simultaneously in a deadline-driven, security-centric environment.
• Self-starter with demonstrated ability to learn/adapt to new technologies and techniques.
• Passion for delivering excellence in customer service within a collaborative team environment.

Education & Experience

• Bachelor's degree and 2–3 years of related experience; or applicable certifications with a minimum of 4 years of related experience.
• Proven hardware and software experience, including Microsoft Windows 10, Office 365, Adobe products, VPN, smartphones, other out-of-the-box and proprietary software, and MFPs/printers.
• Networking experience, including wired and wireless troubleshooting and basic VPN connectivity issues.
• Current CompTIA A+ or Security+ certification, and/or ITLv4 preferred.

Work Environment & Physical Requirements

• Office and open cubicle environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• May be required to lift up to 50 pounds in accordance with KUAS General Safety Training guidelines.

Travel

0–10% — may be required between KUAS locations.

Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement