I2X Technologies is a reputable technology services company to the Federal Government.  Whether the focus is on space exploration, national security, cyber security, or cutting-edge engineering applications, I2X is ready to offer you the chance to make a real-world impact in your field and for your country.  We provide long-term growth and development. Headquartered in Colorado, I2X is engaged in programs across the country and in more than 20 states.  Our programs support multiple Federal agencies, the Department of Defense and often focused on the space initiatives of our government customers.

Functional Responsibilities:                                                                

I2X Technologies is seeking a Help Desk Support Specialist

Responsibilities:

• Provide Account management ensuring currency and accuracy of all user and computer accounts
• Assume responsibility for Incident, Problem and Service Request resolution
• Proactively monitor calls, Incidents and Service Request workflows, processes, and queues to quickly identify and address issues that will impact the delivery or quality of services to users
• Ensure maximum availability, security, and reliability of IT operations will be provided
• Draft, edit, maintain and provide input to local Standard Operating Procedures (SOP)
• Identify, document, track, and examine customer reported issues in a Ticketing System to ensure timely resolutions
• Troubleshoot customer application, hardware, network, and related performance issues
• Prepare, test, and implement scripts to simplify system tasks for local use
• Perform system backup and recovery utilizing network backup software
• Provide test and evaluation support for new technology and the prepare the reports detailing the results of the test and evaluation including specific recommendations
• Ensure certification requirements are met IAW DoD 8140 .01-M Information Assurance Technical (IAT) II
• Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness
• Manage multiple issues simultaneously in a fast-paced environment
• Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience
• Write technical instructions, procedures for customers
• Respond to telephone calls, e-mail correspondence, and service requests for technical support related to supported networks, systems, and services
• Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems
• Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained
• Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies
• Apply fixes and patches as needed, or as directed

Qualifications:

Required: 

• Active DOD Top Secret/SCI security clearance.
• Bachelor's degree in a technical discipline from an accredited college or university is required and 2 -5 years of relatable experience. Additional Network Administration experience may be substitute for a bachelor's degree
• Strong customer service and time management skills
• Excellent communication and problem-solving skills
• Creative thinking skills

Desired:

• CompTIA Security+
  • Knowledge of common customer service elements, processes, and techniques, including the IT Information Library (ITIL) processes.
  • Knowledge of Local Area Networks (LANs), Wide Area Networks (WANs), cloud computing, data center, server, and other communications systems to identify and resolve system and network issues.
  • Knowledge of office automation databases, devices, and related products to capture and track customer issues in a Ticketing System.

Essential Requirements:

US Citizenship is required.

CLEARANCE REQUIRED: Active DOD Top Secret/SCI security clearance.

In compliance with Colorado’s Equal Pay for Equal Work Act, the annual base salary range for this position is listed . Please note that the salary information is a general guideline only. I2X Technologies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.

While performing the duties of this job, the employee will regularly sit, walk, stand and climb stairs and steps. May require walking long distance from parking to work station. Occasionally, movement that requires twisting at the neck and/or trunk more than the average person, squatting/ stooping/kneeling, reaching above the head, and forward motion will be required. The employee will continuously be required to repeat the same hand, arm, or finger motion many times. Manual and finger dexterity are essential to this position. Specific vision abilities required by this job include close, distance, depth perception and telling differences among colors. The employee must be able to communicate through speech with clients and public. Hearing requirements include conversation in both quiet and noisy environments. Lifting may require floor to waist, waist to shoulder, or shoulder to overhead movement of up to 20 pounds. This position demands tolerance for various levels of mental stress.

I2X Technologies is an Engineering and Information Technology Company focused on providing Services to the Federal and State Government. I2X offers a competitive compensation program and comprehensive benefits package to our employees.