IT Support Specialist I

About Us

AdNet/AccountNet, Inc. is an 8(a), WOSB, LGBTE, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services.

Job Title: IT Support Specialist I

Job Description

We are seeking a dedicated and detail-oriented "REMOTE" after-hours IT Support Specialist. As a level 1 specialist, you will serve as the primary point of contact for users requiring assistance with troubleshooting, answering questions, and resolving known issues across demand side platforms (DSP) in support of a federal client. This role involves managing daily inquiries focused on login issues, access requests, platform troubleshooting, and maintenance for DSP-supported applications.

• Provide troubleshooting and technical support for remote users addressing issues.
• Meet defined service levels including first contact resolution, response times, and resolution times.
• Utilize a ticket management support system to track and work requests.
• Utilize the system to track issues and defects.
• Escalate requests to Tier 2 and 3 as needed, based on standard operating procedures.
• Maintain current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Provide support from 5:00 PM to 8:00 AM Eastern Standard Time, Monday through Friday, including 24/7 support on weekends and Federal holidays.
  
  

Qualifications

• Associate’s degree in Information Technology or a related technical discipline or equivalent combination of education, professional training, or work experience.
• 2+ years of related experience supporting IT operations or working in a help desk/call center type environment a plus.
• Experience as an end-user of ServiceNow and/or JIRA able to complete information and process Tickets in the helpdesk system
• Able to read/follow job instructions / standard operating procedures to complete admin/helpdesk tasks
• Willing to learn Basic Admin Tasks Admin for Appian, Salesforce, and other technologies.
• Basic knowledge of computer hardware, software, and networking concepts.
• Self-starter who can work independently.
• Excellent communication and customer service skills.
• Strong problem-solving ability and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Willingness to learn and adapt to new technologies.
• Must be able to successfully obtain public trust background clearance.
• This position is fully remote but requires a one-time trip to the client’s office to start the background clearance.
  
  

Hours: 5:00 PM - 8:00 AM EST (40 per week)

All candidates must be located in the Contiguous United States

Hourly Rate: $22.00-$25.00 per hour depending on the level of experience

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