We are seeking an experienced IT Support Specialist II to join our team at our office in Suffolk, VA. The position provides high-quality Level 1 and Level 2 support and services to internal and external clients, ensuring timely and exceptional assistance across a variety of IT platforms and tools. This role requires the ability to handle a high volume of support tickets for the entire company while maintaining accuracy and delivering results with minimal errors. To join our team of outstanding professionals, apply today!
Responsibilities
Provide laptop and desktop support for on-site and remote users with devices running Windows 10/11 and Office 365, integrated with Active Directory.
Deliver outstanding customer service via phone, email, and in-person interactions, supporting various in-house and COTS applications.
Set up user profiles, and perform maintenance and troubleshooting for the existing workforce.
Install, test, and troubleshoot IT hardware, including desktops, laptops, monitors, cabling, and accessories.
Diagnose and resolve PC support issues, such as hardware failures, operating system errors, software compatibility, and network connectivity.
Manage user accounts and email setups using Active Directory and Microsoft Exchange.
Escalate complex issues to the appropriate support tier when necessary.
Document and track work order tickets using Service Desk Plus, including ticket creation, status updates, and proactive communication with users.
Provide conference room support, including troubleshooting A/V equipment and assisting with Teams meeting setups.
Install, configure, and troubleshoot printers.
Assist with the relocation and deployment of IT equipment for users.
Manage a high volume of tickets while meeting service request SLAs and adhering to project deadlines.
Ensure minimal errors in ticket resolution and documentation.
Collaborate with team members to resolve complex technical challenges efficiently.
Stay informed of emerging technologies and tools relevant to IT support.
Qualifications
3+ years of experience in end-user support and PC hardware/software maintenance in a Windows environment.
Demonstrated ability to manage a high volume of support tickets while maintaining accuracy and delivering results with minimal errors.
Excellent customer service and communication skills.
Strong work ethic and availability to work non-standard hours, including periodic on-call and after-hours support.
Attention to detail, organization, and ability to prioritize and multitask effectively under pressure.
Proficient in Windows 10/11 and Office 365 suite maintenance and usage.
Strong understanding of general TCP/IP connectivity in LAN/WAN/VPN/Internet environments.
Ability to work effectively with end users of varying technical expertise.
Exceptional decision-making and problem-solving abilities.
Ability to work independently with minimal supervision.
Desired Qualifications:
Associate's or bachelor's degree in IT or a related field, or equivalent work experience.
CompTIA A+ and Network+ certifications.
Job ID
2024-14934
Work Type
On-Site
Company Description
Work Where it Matters
Akima is not just another global enterprise and federal contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At Akima, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders , Akima provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers , Akima delivers agile solutions in the core areas of facilities, maintenance, and repair; information technology; logistics; protective services; systems engineering; mission support; furniture, fixtures & equipment (FF&E); and construction.
As an Akima employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).