EITSO- Remote Support with Security Clearance

Recro gets its name from the Latin for "Re-invent", which is exactly what we aim to do. We transform our clients' operations through holistic full-stack solutions. Each client's needs are individually met, resulting in tailored solutions that work for the present and well into the future. Many of our staff hold high-level United States Government security clearances, and our experience across sectors brings you a unique advantage. Recro leadership strongly believes in putting our people first. We focus on hiring passionate individuals and seek to remove barriers and enable our personnel to deliver. We are experienced in Consulting, Analytics, Digital Solutions, Software Development, Cloud, Cloud-Native, and Cyber Security. Currently, Recro is seeking a motivated, career and customer oriented Enterprise IT Support Officer- Remote Support Team , to join our team in McLean, VA. Clearance TS/SCI (FS Poly) Responsibilities: Seeking a motivated, career and customer-oriented Enterprise IT Support Officers (EITSO) to serve on a team of IT support professionals responsible for remote incident response. In this role, you will use processes to streamline the receipt, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0-2, which includes problem recognition, research, isolation, resolution, and follow-up steps. * Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands * Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support * Providing basic user training in support of off-the-shelf applications and office products * Performing remote desktop triage and system repair using remote tools. * Maintaining and updating records and tracking databases * Answering questions regarding system procedures, online transactions, systems status, and downtime procedures * Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems * Using best practices and knowledge of internal or external business issues to improve products or services * Meeting contractual performance criteria * Special non-commercial systems administrator activities (access management/file transfer) may be required Hours of Coverage: * Individual shifts will vary; however this team does provide 24x7 support. Qualifications: * Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information. * Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems. * Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills. * Ability to embrace diverse technical disciplines and excellent customer service skills * Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job * Attention to detail, leadership, and collaborative and independent work process * Demonstrated problem solving and technical skills to resolve critical IT issues. * Expertise, training, and actual work experience with customer specific, systems and technologies. * Must be a self-starter, work independently, and work with a clear and defined mission. * Must demonstrate ability to thrive and succeed in a challenging environment. * Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment * Knowledge of Windows Active Directory * Knowledge of multiple desktop programs, configuration and debugging techniques * Experience with TCP/IP and general networking issues * Experience with virus scanning services; Desktop, stand-alone and laptop computing services * Experience with servers, printers, and peripheral devices * BA/BS and 2 years of experiences, or a combination of education and work experience equivalent to 6 years Preferred Qualifications : * Related work experience in a technical help desk position * Special non-commercial systems administrator experience (access management/file transfer) * IAT Level II certification. * Experience with ServiceNow ITSM & ITBM. * Prior experience managing projects from low-mid complexity. * ITIL v4 Foundation, or higher, certification Physical Requirements: * Must be able to remain in a stationary position 50%. * Able to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. Benefits at Recro * 100% paid medical, dental, and vision * 401k - 6% matching and 401k profit sharing * PTO - 15 days * Federal Holidays - 6 core holidays and 5 floating holidays * Education and Tuition Reimbursements * Wellness Benefits * A lot of cool gear! Working at Recro * A Great Culture - We are building a culture at Recro where amazing people (like you) can do their best work. If you are ready to grow your career and recro (re-invent) the way our clients operate, you have come to the right place. * A Great Place to Work - Employees are treated like people, not line items. We work smart when we can and hard when we must but we always do it together, as a team. We are a team with tons of passion and enthusiasm to blaze new trails and improve the state of our clients, the broader community, and even the world. * A Great Place to Contribute - We believe diverse perspectives improve each challenge that we face. We trust and enable our amazing people to accomplish amazing feats. At Recro, you will be empowered to deliver your best work. * A Great Place to Grow - We believe in our people and maximizing your potential. At Recro, we continue to look into the future and invest in each other through teamwork, collaboration, and training.