Tier 2 IT Tech Support

Syms Strategic Group (SSG) is seeking a talented Tier 2 IT Tech Support Department: Veterans Affairs Acquisition Academy (VAAA) Location: Frederick, MD Type: Full Time Min. Experience: Experienced Security Clearance Level: Public Trust (MBI) Military Veterans are highly encouraged to apply! Essential Duties and Responsibilities This is an on-site position in Frederick, MD. A Remote (Telework) and/or Hybrid work schedule will only be permitted during periods of emergencies, physical office closures due to inclement weather, or other unforeseen events.

Provide Tier II Desktop services, classroom support, and minor audio/visual (A/V) support with hands on support from Tier II.

Escalate and transfer all tickets that cannot be resolved at the Tier I or Tier II levelsto the ServiceNow Infrastructure Operation Tier III ServiceNow Queue.

Track all ServiceNow tickets to completion and inform the Program Manager if there is a delay in a ticket.

Support incidents reported via the VA’s ServiceNow Help Desk application.

Work with the customers directly to solve issues using the Enterprise Service Desk (ESD) ServiceNow application.

Update all ServiceNow trouble tickets daily.

Provide detail log entries in the ServiceNow application.

Provide timely responses to all ServiceNow incidents or requests that are received via the VA ESD ServiceNow application.

Meet all the specified service level standards.

Required Skills and Experience

Must have outstanding communication skills.

Must have a “Take Charge and Lead” style

Ability to effectively work with multiple stakeholders who may have competing priorities

Prior federal government experience

Professional Certifications Microsoft Certified Solutions Associate (MCSA) Windows 10 or Microsoft 365 Certified: Modern Desktop Administrator Associate certifications

Within one year of contract award, the Microsoft 365 Certified: Modern Desktop Administrator Associate

Years of Professional Experience 5+ years

Desired experience Prior federal government experience is preferred.

Formal Education Bachelor’s degree in related field strongly preferred

Citizenship Requirement U.S. Citizenship required for this specific opportunity

Security Clearance Requirements Must possess or qualify for a Public Trust (MBI)

CRITICAL NOTES:

SSG will not make assumptions regarding your qualifications. Your answers to the mandatory screening questions must be supported by the information on your resume. Applications with inconsistencies will not be considered.

Recruiters or Third parties will not be considered.

This is an on-site, customer facing position in Frederick, MD. Remote work is not available except for emergency periods, physical office closures due to inclement weather.

U.S Citizenship is required for this specific opportunity . Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

Syms Strategic Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information

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