IT Support Specialist 2

    • Job Tracking ID: 85347-328125
    • Job Location: Alexandria, VA
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: 08/20/2021
    • Years of Experience: Any
    • Radford Job Code: 06562
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Job Description

Kratos is looking for an IT Support Specialist in the Alexandria, VA area.

Kratos Defense & Security Solutions, Inc. (NASDAQ:KTOS) develops and fields transformative, affordable technology, platforms, and systems for United States National Security related customers, allies, and commercial enterprises.

At Kratos, we encourage an entrepreneurial spirit balanced with discipline. We work hard, and take care of our customers, employees and families. Recognized as thought leaders in our industry, we are motivated by creating and delivering innovative solutions to our nation and global customers. We proactively build trusted relationships with our peers, partners and customers, and take ownership for our actions—always striving to do the right thing.

Kratos offers medical, dental, vision, life, short and long term disability insurance, 401(k) savings plan, Employee Stock Purchase Plan (ESPP), paid time off, paid holidays, tuition reimbursement, and more.

GENERAL JOB SUMMARY:
Provides support services to employees and contractors with technical problems and information technology issues involving desktop, laptop, mobile devices, printers, or network services from local personnel or from employees using remote access.

ESSENTIAL JOB FUNCTIONS:
• Provide front-line onsite and remote technical support to identified locations, including troubleshooting hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 10 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.
• Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.
• Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.
• Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.
• Monitor queue regularly and dispense tickets to the applicable department or resource.
• Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.
• Manage user accounts, shared resources, and group memberships.
• Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.
• Supports and maintains open, professional, and effective relationships with leadership, user community and peers.
• This position is located onsite during normal core business hours. Occasional remote work is available.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:
This position does not have supervisory responsibilities, but may provide instructions, priorities and facilitate workload of interns or junior staff.

Experience and Skills

KNOWLEDGE, SKILLS & ABILITIES:
• Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
• Maintain sensitive and confidential information as required by company and government requirements.
• Communicate and interact effectively with peers, managers, senior leadership and public, including maintaining respect for others, and following company policies.
• Have a willingness and ability to learn and utilize company technology for company required purposes, including, for example training, reviewing, and signing policies and procedures, benefits enrollment, and changes, and more.
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment.
• Ability to maintain knowledge, skills, and abilities as it pertains to your job.
• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven security centric environment.
• Passionate for delivering excellence in customer service within a collaborative team environment.

EDUCATION AND EXPERIENCE:
• Requires minimum of 2 years relevant experience and a Bachelor's degree or, an advanced degree without experience; or a minimum of 6 years of equivalent work experience.
• Preferred Certifications: CompTIA A+, CompTIA Network+, and/or CompTIA Security+
• Intermediate user-level hardware and software skills, including, Microsoft Windows 10, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFP’s/printers.
• Networking skills, including troubleshooting and basic VPN connectivity issues.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:
• Office and open cubical environment.
• Ability to sit for long periods of time.
• Ability to perform repetitive motion (keyboarding, mouse, phones).