About SupplyCore:
SupplyCore is a Certified Small Business federal contractor to the Department of Defense (DoD) and General Services Administration (GSA). We prioritize supporting our Military, allies, and Government customers worldwide. In partnership with our expansive supply chain, we provide products and services that enable our customers to complete their mission and to sustain readiness anywhere.
Job Summary:
You will be responsible for providing technical diagnosis and troubleshooting related to computer hardware and software, mobile devices, and other technical tools and related software to end-users. You will also deploy, administer, troubleshoot, and configure information systems components such as workstations, mobile devices, and related software and peripherals to ensure the ongoing operation of SupplyCore’s information systems infrastructure. You will work with a variety of individuals within the company to ensure timely completion of all assignments.
Key Deliverables and Responsibilities:
- Take ownership and provides in-person and remote assistance for level 1 technical support issues from initial report to final resolution, using independent judgement to prioritize or escalate based on reporter’s urgency, issue severity and total assigned workload.
- Proactively monitor multiple, highly variable support requests simultaneously, ensuring proper prioritization, documentation, resolution, and customer follow-up to satisfy service level agreements and meet deadlines.
- Coordinate both internal and external resources as necessary to achieve issue resolution.
- Properly escalate unresolved issues to the next level of support.
- Investigate and identify recurring issues; research, recommend, and implement modification or improvement to address them.
- Gather requirements, identify solutions, and complete project tasks as assigned.
- Create and conduct training for end-users of various hardware and software systems.
- Create, modify, and delete user accounts in various systems.
- Build, test, and deploy workstations and related hardware, software, and peripherals in accordance with standards and project / operational requirements.
- Configure, test, and deploy mobile devices in accordance with standards and project/operational requirements.
- Create knowledgebase articles for internal use.
- Bachelor's degree in Computer Science, related field, and/or equivalent work experience.
- 2 years IT Infrastructure or Help Desk support experience.
- Experience working in an Agile project management environment desired. May include military personnel who have been formerly trained or have relevant experience in lieu of civilian experience.
- Experience working with a ticketing system to maintain detailed documentation including thorough information and troubleshooting steps/actions taken.
- Highly meticulous and organized to execute multiple projects at once, adhering to deadlines.
- Ability to adapt to changing job requirements.
- Ability to diagnose and troubleshoot the cause of problems through research and reasoning.
- Proficient with workstation hardware; configuration, deployment, and troubleshooting
- Excellent verbal and written communication skills. Must be able to engage in and exchange communication with others in all situations.
- Proficient in several of the following technologies: Windows Desktop Operation Systems, Mac OS, Workstation hardware and peripherals (printers, projectors, barcode, canners, cameras, etc.), mobile device setup and configuration (Android and Apple), Microsoft Office Products
- 3 weeks of PTO with a generous accrual policy
- Wellness Program
- 14 company paid annual Holidays.
- Employee Assistance Program (EAP)
- Flexible Work Life Balance
- Nationwide Medical, Dental, Vision, & FSA
- Optional Additional Life Insurance
- Progressive Associate Recognition Program
- Short- & Long-Term Disability
- Company Provided Professional development
- Annual social and community events
- Annual Education Assistance Program
- Company provided PC and office supplies
- 401K with bi-weekly Safe Harbor contributions
SupplyCore is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
