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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