Job description
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 sustain readiness anywhere.
To learn more visit here; One Company. One Mission. - SupplyCore Inc.
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.
This role follows a hybrid work model, with full on-site attendance required during the initial three months of employment for training and orientation. Thereafter, the schedule will consist of three days per week in the office and two days working remotely.
Key Deliverables and Responsibility:
- Take ownership and provide 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.
Travel:
This position requires domestic and international travel of up to 15%.
Bachelor’s degree in computer science, related field, and/or equivalent work experience.
2+ years IT Infrastructure or Help Desk support experience. May include military personnel who have been formerly trained or have relevant experience in lieu of civilian experience.
Experience working in an Agile project management environment desired.
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.
Applicants are required to hold U.S. citizenship or permanent residency (green card holders).
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
Casual Work Environment
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
Associate Retail & Travel Discounts
Pay Range: $46,374 - $54,558
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.
