Eiden Systems Corporation (ESC) is seeking a motivated, IT Support Specialist to join our team in Charlottesville, VA.
ESC offers a suite of excellent benefits as well as a challenging and career rewarding experience working with industry recognized leaders and technologies to deliver mission critical systems and services.
Provides onsite and on-call technical and subject matter expertise to System Users
Provides immediate technical assistance
Provides user service requests for the end users as well as, collecting and disseminating statistical information as it relates to the usage and reliability of all federal government systems
Attend periodic briefings and provide stakeholders with status updates
Monitor TSVOIP, SVOIP, DSN, and commercial phone numbers, and support e-mail addresses
Coordinate with outside agencies and other IT organizations to facilitate troubleshooting and problem resolutions as required
Technical issues that cannot be resolved will be logged and routed to the appropriate technical expert
Generate software maintenance tickets when required
Keep users apprised of the status of their service requests
Performs analysis on business or systems processes to identify improvements
Conduct trend analysis on a monthly basis for service request and inquiries
Establish and maintain a knowledge base of problem resolutions related to service request and inquiries.
Weekly summary reports and user feedback trend analysis report
Metrics and status report/slide for the Operations Division weekly meeting
Provide and update general standard operating procedures for user support daily
Six years relevant experience
Excellent customer support, verbal and written communications skills required
Excellent analytical and problem solving skills a must
Ability to clearly and concisely communicate technical information to non-technical users at all levels
Provide multi-tier support levels of intelligence database and data sets.
Knowledge of intelligence databases and processes.
ESC is proud to be an Equal Opportunity Employer (EOE). Eiden Systems Corporation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
- Retirement / Pension Plans
- Employee Referral Program
- Life Insurance
- Long Term Disability
- Paid Holidays
- Tuition Reimbursement
- Medical, Dental and Vision
- Vacation/paid time off
- Paid sick days
- Professional Development
- Prescription Drug Coverage
- Military Leave