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: 8:00 AM - 5:00 PM 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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What We Do
Welcome to ADNET, a small business, recognized for customer-centric solutions. ADNET was founded in 1991 to provide information technology (IT) solutions to the science community at NASA. Building on that success, we expanded our core capabilities to Science and Engineering, IT, Education/Public Outreach, and Training/Professional Support Services. Our Federal customer base includes the Department of Transportation, Department of Labor, Department of the Interior, National Oceanic and Atmospheric Administration, and Army Corps of Engineers.
We are Astrophysicists and Earth Scientists, researching and exploring our world, and worlds beyond. We are Science Systems and Instrument Engineers, building and supporting the tools that ensure successful missions. We are Information Security leaders, protecting your infrastructure and intellectual capital. We are Software and Network Engineers, creating tailored IT solutions. We are Program Managers, developing sustainable solutions in dynamic environments. We are Financial and Business Analysts, ensuring efficiency and cost-effectiveness. We are Multimedia and Public Outreach innovators, developing and delivering your message through media vehicles that meet your needs.
We are reliable, flexible, and accountable. We are award-winners and career developers. We are a catalyst for change.
