Location: Fredericksburg, Virginia, USA
Telework: None
Clearance : Ability to obtain a Secret Clearance (US Citizenship Required)
Experience : Junior - 2 Years required
Number of Openings: 1
IT Help Desk Support Specialist II
As an IT Help Desk Specialist II, the candidate will provide technical assistance and training to system users. Other tasks include:
• Respond to users' request for assistance by phone or in person, generally handling routine technical issues while seeking guidance on more complex issues.
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
• Maintains helpdesk system and ensures technical support issues are escalated to appropriate level for resolution.
• Installs and modifies personal computer and associated network hardware and software and peripherals.
• Diagnoses hardware and software, and operator problems and takes remedial actions or recommends procedural changes.
• Loads and configures operating systems and applications.
Responsibilities:
• Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets in a timely manner.
• Answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Troubleshoot configuration issues, software installations, hardware repair (including inhouse repair or coordinating depot or warranty services) to support day-to‐day operations.
• Test new hardware and software systems and packages prior to deployment.
• Assist users with setting up common access cards (CACs) and troubleshoot common issues with signing/encrypting email, as well as accessing CAC enabled websites.
• Ensure the rigorous application of cybersecurity policies, principles, and practices in the delivery of systems. Perform security assessments using DoD provided tools; reporting results to the stakeholders. Assist the cybersecurity system engineers, system administrators, and developers. Develop strategies to mitigate discrepancies.
• Perform support to the user check‐in process, performing functions such as: account creation; processing new account paperwork; issuing credentials; assigning permissions; and providing new hire onboarding brief.
• Deploy images and configure new system buildouts for new hires. Work directly with hiring managers to ensure proper equipment and access.
• Coordinate and resolve technical, scheduling, and delivery issues associated with technical refresh, asset tracking, and life‐cycle sustainment.
• Manage and track all issued, reclaimed, removed, and relocated capital IT assets.
• Compose instructional documentation and videos to provide end-users with step-by-step processes on the proper method to utilize specific hardware and software.
• Complete market research and submit purchase requests for equipment needs.
• Provides audio/visual (A/V) support and assistance with corporate and customer meetings.
• Alerts management to recurring problems and patterns of problems. Provides recommendations to resolve problems.
• Provides an outstanding customer service experience in a variety of circumstances across all organizational levels.
• Various projects and tasking as assigned.
• Must be able to lift up to 50 lbs. /23 Kg.
Required Skills & Experience:
• 2+ years experience working in a customer facing technical support environment
• A solid understanding of hardware, software, and network systems, including troubleshooting common technical issues
• Ability to work flexible hours as necessary
• Willingness to collaborate with team members and escalate issues to higher levels of support when necessary
• Capability to handle multiple support inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction
• Ability to receive input from various sources, effectively prioritize tasks, and successfully complete them within a specified timeframe
• Excellent verbal and written communication skills
• Strong interpersonal and communication skills to provide excellent customer support while remaining patient and empathetic
Preferred Skills & Experience:
• Experience with Microsoft O365
• Proficiency with Windows Operating Systems
• Proficiency with the Zendesk help desk system
• Proficiency with Active Directory
Education: A High School Diploma or GED is required
Clearance: The ability to obtain a Secret Clearance is required for this position.  US Citizenship is required to obtain a clearance.
Travel : Occasional travel to the Dahlgren & Virginia Beach, Virginia offices.
Why Work for SimVentions?
SimVentions is about more than just being a place to work with other growth-orientated technically exceptional experts. It’s also a fun place to work. Our family-friendly atmosphere encourages our employee-owners to imagine, create, explore, discover, and do great things together.
Support Our Warfighters
SimVentions is a proud supporter of the U.S. military, and we take pride in our ability to provide relevant, game-changing solutions to our armed men and women around the world.
Drive Customer Success
We deliver innovative products and solutions that go beyond the expected. This means you can expect to work with a team that will allow you to grow, have a voice, and make an impact.
Get Involved in Giving Back
We believe that one of the best ways to be a well-rounded company is to have well-rounded employees, and one of the ways we encourage that is by providing a wide range of service opportunities for our team members to engage in throughout the year.
Build Innovative Technology
SimVentions takes pride in its innovative and cutting-edge technology, so you can be sure that whatever project you work on, you will be having a direct impact on our customer’s success.
Work with Brilliant People
At SimVentions, we don’t just hire the smartest people. We hire experienced, creative individuals who are passionate about what they do, and who benefit from the culture that we have created here.
Create Meaningful Solutions
We are trusted partners with our customers and are provided challenging and meaningful requirements to help them solve.
Employees who join SimVentions will enjoy benefits like:
• Impact: work on projects that directly support the defense of our nation.
• Serve: work for a company that supports its surrounding communities.
• Employee Owned: work with the best and help build YOUR company.
• Dress code: business casual. We like to be comfortable while we work.
• Healthcare: one of the best packages in the industry.
• Culture: add to our culture of technical excellence and collaboration.
• Food: we have a lot of food around here.
• Family focus: work for a team that recognizes the importance of family time.
• Resources:  excellent facilities, tools, and training opportunities to grow in your field.
• Open communication: work in an environment where your voice matters.
• Fitness/Well-being:  opportunities to participate in company sports teams and workout groups.
• Professional development: employee-led interest groups for personal and professional development plus great training options
• What you bring to the table: contribute, grow, and thrive.
Other Perks:
• Lots of employee appreciation events throughout the year
• Excellent working facilities and tools to get your job done
• Regular communication (“All-Hands”, “SimV Share”, “Imagineering Day”) to stay connected to SimV culture, stay abreast of what is happening in the company, and meet new faces while eating good food
• SimVentions sports teams and workout groups
• Employee led interest groups for personal and professional development
• What you bring to the table…
FTAC
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)