Job Description

GCyber is hiring a Deskside Support Technician (Tier 2) to support the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance. 

As the Deskside Technician, you will:

• Provide Tier 2 technical support for system users.
• Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments
• Must also be able to assist with customer inquiries and have a working role on the team.
• Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users
• Complete and provide regular Service Desk metrics reports
• Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Assist in the management of Service Desk resources for optimal performance. 
• Assist in the professional and technical development of the team
• Meet customer requirements for Service Desk performance.

Minimum Qualifications and Experience:

• Active DoD Secret security clearance
• Strong Customer service skills
• Team-oriented and skilled in working within a collaborative environment
• DoD 8570 IAT II Certification or higher (e.g., Security+, CCNA Security, CySA+, GICSP, GSEC, CND, SSCP) 
• ITILv3 Foundation certification preferred.

GCyber is an Equal Opportunity Employer. This means you don’t have to worry about whether your application process will be fair. We consider all applicants without regard to race, color, religion, age, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, veteran status, or disability. 

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