Technical Support Specialist

Description

At DANE, our low turnover rate speaks volumes—our people stay because they’re seen, supported, and truly valued. We believe that when our team thrives, so does our mission. That’s why we offer generous paid time off starting on day one, a comprehensive benefits package, and continuous learning opportunities to help you grow both personally and professionally.

Responsibilities

• Performs systems administrative and operational duties on computer systems
• Perform account management duties in Active Directory
• Welcome and greet customers when handling front desk operations
• Analyze, evaluate, test, and repair basic hardware problems
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems
• Acts as a technical resource for user queries
• Contribute to developing and implementing improvements in the account management processes
• Working to achieve SLA's when resolving customer issues
• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
• Provide troubleshooting, diagnosis, and repair for laptop and mobile devices

Requirements

• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially the ability to listen and understand what is being described
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets
• Experience providing Tiers 1 and 2 technical support for hardware and software
• Excellent attention to detail
• Strong working knowledge of computer terms
• Customer service operations experience
• 1-3 years of related experience
• One or more industry standard certifications—A+, Security+, Network+; etc. preferred
• Having mobile or public key infrastructure (PKI, Smartcard) experience will be a plus
• Experience providing Tech support to the Department of State IT Mart locations is a plus

Physical Requirements

• Must be able to move/handle equipment up to 30 pounds such as servers, workstations, monitors, etc.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Tuition assistance
• Vision insurance
• Wellness resources

Compensation

$62,000.00 - $67,000.00 per year