IT Support Specialist II

General Job Summary

The IT Support Specialist 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.

Essential Job Functions

• 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 11 desktop and laptop computers in an enterprise environment.
• Cook up, 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 the opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve assigned tickets, and coordinate escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• May support multiple segments within the organization and build on 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.
• Serve as an 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.
• Other duties as assigned.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Experience and Skills

• Ability to write and maintain SQL reports preferred.
• 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, supervisors, and public, including maintaining respect for others, and following company policies.
• Have a willingness and ability to learn and utilize company technology for company required purposes, including, for example training, reviewing, and signing policies and procedures, benefits enrollment, and changes, and more.
• Able to read, understand, and follow instructions.
• Able to work in a fast-paced environment.
• Able to maintain knowledge, skills, and abilities as it pertains to your job.

Education and Experience

• Bachelor’s degree and minimum of 2 years of related experience; or applicable certifications with a minimum of 4 years of related experience in lieu of degree.
• Proven hardware and software experience, including Microsoft Windows 11, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the-box, and proprietary software, and MFP’s/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/Work Station/Shop Floor environments
• Ability to stand and sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).
• Ability to lift up to 10 lbs.

Travel

Domestic and international travel to other CTS sites as needed.

Salary Range

$51K-$58K

Job 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

Kratos Defense is an Equal Opportunity Affirmative Action Employer.

EEO, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class. All qualified job seekers are encouraged to apply.

Kratos Defense is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation.

We also work to provide reasonable accommodations to individuals with disabilities.

Pay Transparency

The company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Job Applicant Privacy Notice For applicants in the EU and California residents, please review our privacy notice.