Technical Support Engineer

Job Description Salary: $51,500-58,999/year Position Summary: The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work. Key Responsibilities and Duties: Work and complete assigned tickets according to SOPs Provide high quality written and verbal customer service Accurately track and document all work Perform technical support services in line with the technical skill requirements Setup and support physical hardware Travel to client sites to perform support when necessary Participate in on-call rotation and scheduled infrastructure maintenance Job Qualifications: Core Competencies: Timeliness: Meets deadlines - Completes work in a timely manner. Reliability: Achieves commitments - Arrives to work and meetings when scheduled/expected. Attitude: Has a positive attitude about performing their job. Organization: Manages their own work and schedule. Accountability: Takes responsibility for actions and resolves own mistakes. Receptive: Open to feedback and willing to grow and improve. Adaptable: Flexible and open to change. Integrity: High work ethic and integrity. Follow through: Ensures work completion. Quality: Completes all work with a high level of detail and accuracy. Professionalism: Conducts oneself in an all-round professional manner. Communication: Communicates effectively. Team: Available and supportive of coworkers. Abilities: Prioritize and maintain a tidy ticket queue. Notify the Helpdesk Manager when unable to complete workload. Identify when an assignment should be escalated. Create detailed documentation and ticket notes. Provide high quality and timely customer service. Meet all SLAs. Support peers. Travel to client sites when needed. Participate in on-call rotation, weekend updates, technical training. Security Responsibilities: Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data. Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission. Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies. Immediately follow incident response procedures when a security incident or concern is noticed. Assist with the escorting or monitoring of visitors. Experience and Knowledge: 1-2 years of experience as a Tier 1 TSR. Certifications: CompTIA A+ Position: Location: Rockville, MD Hybrid eligible, not to exceed 1-day WFH. Employment Type: Full time. Compensation: $51,500-58,999. Travel: On-Call rotation required. Some travel required, vehicle required. #J-18808-Ljbffr