Job Description
Summary
As a vital part of the IT Department, this position will provide IT support to company-wide personnel. Under direct supervision, you will develop skills to support and optimize operational efficiency. This is a
great opportunity for a positive, smart, critical thinker, who can manage multiple priorities and prides themselves on attention to detail.
Essential Duties and Responsibilities
• Provides on-site and remote support for clients.
• Manages and closes service tickets on time.
• Maintain the FPS Post Tracking System (PTS) software, ensuring operational readiness and data accuracy.
• Troubleshoot system issues and coordinate between IT teams and the PTS Help Desk for resolution.
• Maintain the FPS Training and Academy Management System (TAMS) connectivity, operational readiness, and data accuracy.
• Demonstrates flexibility and adaptation to changing priorities.
• Handles escalated problems from IT Support Specialist I.
• Escalates more advanced problems to IT Support Specialist III and/or IT Support Supervisor.
• Using service desk software to record, track, and document the service desk requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Tests fixes to ensure the problem has been adequately resolved.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and FAQ resources through research to aid in problem resolution. Performs fixes remotely or person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs quality control checks for all built, configured, and refurbished systems to document and report to the IT Support Supervisor before administering to a user.
• Continuously checking that all systems are current with required software and updates.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Alerts IT Support Supervisor to emerging trends in incidents.
• Assists in software release rollouts according to Change Management best practices and Standard Operation Procedures.
• Adheres to site audit responsibility policies and procedures.
• Assists IT Support Supervisor in the onboarding process for new employees, including one-one meetings and training.
Supervisory Responsibilities
• This position has no supervisory responsibility. The IT Support Specialist II reports to the IT Support Supervisor.
Competency
To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):
- Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts the success of the team
above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
- Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity, Promotes a harassment- free environment; builds a diverse
workforce.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically. Upholds organizational values.
- Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports the organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against the standard of excellence.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Develops realistic action plans, Sets goals and objectives; Organizes or schedules other
people and their tasks.
- Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work ina timely manner; Strives to increase productivity; Works quickly.
- Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapt to new product introduction, emergent business needs, and business evolution.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Goal and detail-oriented.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High School Diploma, GED, or higher.
• Certifications such as CompTIA A+, NET+, or higher are a plus.
• Experience using, maintaining, and troubleshooting Federal Protective Services’ (FPS) Post Tracking System (PTS) software.
• DHS/FPS-specific system training (PTS or similar), preferred.
• Experience using, maintaining, and troubleshooting Federal Protective Services’ (FPS) Training and Academy Management System (TAMS).
Language Skills
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations using the English language.
- Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization, and the general public.
Mathematical Skills
Ability to calculate figures and amounts with basic addition, subtraction, multiplication, and division with accuracy.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
Hands-on and real-world experience implementing and administering IT equipment, including, but not limited to: Desktops, laptops, all-in-one computers, inkjet/laser printers, tablets, and smartphones.
Computer hardware and the ability to identify internal components. (Hard drives, power supplies, motherboards, memory, expansion cards); Software installation, upgrades, and troubleshooting.
Networks and network topologies. Network hardware such as NICs, routers and switches. Network commands like ipconfig, ipconfig /release, ipconfig /renew, ping, tracert; Windows 10 Pro, Windows 11 Pro, Android and iOS troubleshooting and configuration. Backup technologies. Microsoft Office Suite (Word, Excel, PowerPoint and Outlook); Antivirus and Anti-Malware software.
Certificates, Licenses, Registrations
Current/valid state driver’s license
Other Qualifications
Must be able to pass a background check and drug screen. Some travel may be required at times.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use their hands to finger, handle, or feel. The employee is
occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by
This job includes close vision, distance vision, depth perception, the ability to adjust focus, andthe ability to see and distinguish basic colors.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Other Tasks
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
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So if you’re ready to embark on a meaningful career with one of the nation’s most dynamic and fastest growing security companies, apply with Walden Security today.
