Oxley Enterprises®, Inc. Looking for Help Desk Technician Tier 1-2 (Remote Currently) at Fredericksburg, VA Full Time

The following states are excluded from this job ad: CA, CO, CT, MA, NJ, NY, OR, VT, WA.

Location: Currently remote but may return to onsite or hybrid in the future

Position Description:

The Help Desk Technician Tier 1-2 provides on-site desktop operations support for personal computers, laptop computers and associated peripherals.

Minimum/General Experience: 3 years of service desk, help desk, or information technology experience

Minimum Education: High School education

Essential Skills/Qualifications:

• Experience with documenting IT troubleshooting processes
• Experience with providing desktop support to personnel on-site and remote for personal computers, laptop computers and associated peripherals
• Information Technology Infrastructure Library (ITIL) Foundations Certification desired
• Excellent interpersonal skills and the ability to work as part of a team
• Ability to multitask and support multiple different projects as needed
• Ability to communicate well with senior military leaders and civilian government officials
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results-orientation

Security: Ability to obtain/maintain a Moderate Background Investigation (MBI)

• U.S. Citizenship or permanent resident

A MBI is conducted by Office of Personnel Management (OPM) and covers a five (5) year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), Department of Defense (DOD) Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check], a credit report covering a period of five (5) years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, law enforcement check; and a verification of the educational degree.

Tasks/activities include, but are not limited to:

• Monitors ServiceNow and Just in Time (JIT) queues for new account creation requests
• Provides Tier 1, Tier 2, and System Administration support to personnel on-site and remote by responding to trouble tickets and tracking Service Level Agreements (SLAs)
• Ensures all Service Level Agreements (SLAs) are met and maintained through the contract
• Provides input and support contractual deliverables including Contractor Project Management Plan (CPMP), Weekly Status Reports, Monthly Status Reports, Quarterly Status Reports as well as Assessment reports completed during the line of work
• Performs software updates and patches
• Tracks hardware inventory
• Supports all servers (Microsoft (MS) Exchange, Domain Name System (DNS), Windows Internet Name Service (WINS), Local Area Network/Wide Area Network (LAN/WAN) switching and routers
• Utilizes the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or ServiceNow (SNOW) ticketing system
• Responds to help desk tickets, monitoring and maintaining systems and refreshing laptop/desktop systems
• Provides and maintains services at multiple Government locations
• Attends meetings with Government personnel as required
• Uses automated information systems to analyze routine situations
• Installs hardware and software
• Performs updates and patches and tracking of inventory
• Performs other duties as assigned

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), HUBZone and small disadvantaged business (SDB) that has over 22 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 for 2016, 2017, 2018, and 2021; 2018 CIO Bulletin Top 30 Places to Work; and in Diversity Business’ 2014 Top 500 Emerging Business; 2013 Top 500 Emerging Business, Top 100 Diversity Owned, and Top 50 VA Woman Owned. Oxley is a 2019, 2020, and 2021 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

Oxley Enterprises®, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: [email protected] with the following information:

Subject Line: Accommodation Request

Provide a description of your accommodation request

Include your contact information: Full name, Email address, Best number to reach you (optional)

EEO is the Law https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Pay Transparency Nondiscrimination https://www.dol.gov/ofccp/pdf/pay-transp_English_unformattedESQA508c.pdf

We participate in the E-Verify program. http://www.dhs.gov/E-Verify