IT Support Technician II

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Do you have an eye for detail and a passion for developing innovative solutions? Join our team! As an IT Support Technician II you will be using your skills and expertise to provide computer, hardware, and software support to our employees. You’ll be responsible for installing, troubleshooting, servicing, and repairing desktop/laptop computers and our network equipment, providing personal computer, hardware, and software support and installing attendant software.

You’ll investigate information, network, and communications needs of our employees and make recommendations regarding software and hardware purchases to meet those needs.

• Support and administration for computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure efficient and successful operations of site IT in accordance with SNC corporate business, security, and IT standards, practices, policies, and procedures.
• Diagnose, resolve, and respond to local program/project site IT incidents and service requests, priorities, and goals in an MS Windows‑based environment that can span from one to several offices/buildings.
• Provide basic network support ensuring desktop and other networked peripherals full connectivity.
• Perform preventative maintenance and setup for a variety of computer‑related equipment and locations, including audio‑visual conferencing systems and conference rooms.

• Responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, iPhone, telecommunications (VoIP handsets and systems) and other computer‑related technologies and peripherals.
• Provide outstanding customer‑centered quality support and service ensuring the highest levels of customer satisfaction.
• Address/resolve IT incidents/service requests and/or escalations to the appropriate upper Tier IT teams when necessary; promptly enter, prioritize, track, monitor, update and follow‑up/close all tickets received via the IT Service Desk tracking system, telephone calls, and/or SNC personnel “walk‑ups.”
• Assistance with the creation and maintenance of local site IT systems documentation.

• Associate's Degree in a related field of study with 2 or more years of relevant experience.
• Higher education may substitute for relevant experience.
• Relevant experience may be considered in lieu of required education.
• Customer/solution ownership and an overall drive for excellence.
• Team focused with the capacity for knowledge sharing.
• Written and verbal communication skills with end users.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Ability to understand user and business needs and translate them into technical solutions.
• Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies and RSA and Video Teleconference (VTC) and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.
• Ability to obtain and maintain a Secret U.S. Security Clearance is required.

• ITIL Tier II desktop support.
• Security+ certification.
• Network+ certification.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.

This position requires the ability to obtain and maintain a Secret U.S. Security Clearance. U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. Non-U.S. citizens may not be eligible to obtain a security clearance. The Department of Defense Consolidated Adjudications Facility (DoD CAF), a federal government agency, handles the adjudicative aspects of the security clearance eligibility process for industry applicants.

Adjudicative factors which affect the outcome of the eligibility determination include, but are not limited to, allegiance to the U.S., foreign influence, foreign preference, criminal conduct, security violations and illegal drug use.

SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a protected veteran or other characteristics protected by law.