Technical Support Representative jobs in Utica, NY

Oneida Technical Solutions, LLC (OTS), was founded in 2014 and quickly established itself as a reliable partner capable of providing a variety of information technology and cyber solutions across highly complex, highly regulated and highly secure environments, including the U.S. Department of Defense (DoD), healthcare, higher education, law enforcement, retail, casino gaming and more.

Our innovative cyber capabilities and programs have made us trusted partners for IT modernization projects, implementing upgrades and accelerating the delivery of new solutions for the DoD and commercial industries with consumer-driven technology.

WANTED: a mission-driven professional with a current secret clearance, A Certificate and 3-4 years of experience as a Desktop Support Technician for the federal government to become our next Lead Desktop Support Technician in Rome, NY.

As a Lead Desktop Support Technician, you will:

• Serve as the primary point of contact for telephone and e-mail requests for technical support.
• Be part of an empowered culture where you are a key contributor to the success of the company.
• Be part of a team of highly skilled, driven, and supportive professionals.
• Continue growing your skills and knowledge.

A week in the life of a Lead Desktop Support Technician:

• Lead the group of Desktop Technicians onsite in Rome, NY.
• Provide direction and leadership for the group to ensure work tickets are assigned and completed within the Government Customers' SLAs.
• Report directly to the User Services Lead.
• Perform trouble ticket management by responding to initial customer contact and performing initial troubleshooting triage.
• Assist clients with technical support of desktop computers, applications, and related technology.
• Support the specification, installation and testing of computer systems and peripherals
• Promptly apply latest patches or updates for the operating system/software.
• Work with Customer Support and Network Operations staff as appropriate to determine and resolve problems received from clients.
• Track ticket status using Remedy and update technical notes with meaningful details at a minimum of every three days.
• Resolve Remedy tickets within established contract thresholds.

JOB REQUIREMENTS

• Must possess a minimum of an Interim Secret Security Clearance
• Minimum of 3-4 years of experience as a Desktop Support Technician
• High School Diploma Required
• A certification or equivalent required
• Ability to obtain Network certification
• ITIL Foundations V3/V4 Certification

Skills and abilities:

• Highly motivated, self-starter and team player with a high energy level and willingness to aggressively take on responsibility
• Demonstrated ability to approach job responsibilities with a focus on process improvement
• Able to work and effectively communicate with all levels of management
• Unconditional integrity and commitment to achieving goals

Oneida Technical Solutions, LLC. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law