IT Support Specialist 2

Colorado Springs, CO, United States

**IT Support Specialist 2**

+ **Job Tracking ID**: RTL:22-010

+ **Job Location**: Colorado Springs, CO

+ **Job Level**: Any

+ **Level of Education**: BA/BS

+ **Job Type**: Full-Time/Regular

+ **Date Updated**: 01/28/2022

+ **Years of Experience**: 2+

+ **Radford Job Code**: 06562 - 06563

+ **Travel Requirement**: Domestic

+ **Compensation**: $53K - $82K

**Job Description**

Kratos is a leader in assured aerospace communication solutions and services. We are cutting-edge innovators and creative problem solvers working collaboratively to solve our customers toughest challenges. We are a trusted partnerdriven by doing the right thing and achieving maximum success for our customers, our partners and ourselves.

Kratos is valued for our ability to design and deliver leading edge, resilient solutions for aerospace communication, control, awareness and mission success across a continuum of offeringsfrom commercial to tailored custom solutions and integrated programs. Customers trust us to stay relevant and know we are in it for the long-haul. We bring both the capability and confidence that our customers value and depend on. And, we always deliver.

**Kratos has a great opportunity for an IT Support Specialist 2**

The ideal candidate coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Role can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.

**Essential Job Functions:**

* Provide front-line onsite and remote technical support to identified locations, including troubleshooting hardware, standardized and proprietary software, telephones, mobile devices, VPN, printers, telephony, and network connectivity.

* Configure, deploy, and maintain Windows 10 desktop and laptop computers in an enterprise environment.

* Coordinate, troubleshoot and resolve incoming tickets, phone call and walk-up requests.

* Ensures priority support to senior leadership, including deadline driven or after-hours support as needed.

* Utilizes technical expertise and applicable company policies and procedures to resolve a variety of issues.

* Uses the IT Service Desk electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of user requests.

* Monitor queue regularly and dispense tickets to the applicable department or resource.

* Resolve 70% - 80% of all assigned tickets, and coordinates escalation to the appropriate Information Technology staff and/or vendor(s) for those requests that fall outside scope of assigned role.

* Manage user accounts, shared resources, and group memberships.

* May supports multiple segments within the organization and builds on technical knowledge in those sectors.

* May provide access and connectivity support to external customers as needed.

* Notify leadership of any changes within site that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.

* Supports and maintains open, professional, and effective relationships with leadership, user community and peers.

* Onsite resource for other departments within IT, and assists with team maintenance and deployment efforts, including occasional after-hours and on-call support.

* Configure, deploy, upgrade, wipe and repurpose mobile devices to established procedures.

* Maintains site IT desktop hardware and peripherals, including procurement, recycling, or destruction per department process.

* This position is located onsite during normal core business hours. Occasional remote work is available.

* May provide instructions, priorities and facilitate workload of interns or junior staff.

* Perform other duties as assigned.

**Experience and Skills**

* Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.

* Maintain sensitive and confidential information as required by company and government requirements.

* Communicate and interact effectively with peers, managers, senior leadership and public, including maintaining respect for others, and following company policies.

* Have a willingness and ability to learn and utilize company technology for company required purposes, including, for example training, reviewing, and signing policies and procedures, benefits enrollment, and changes, and more.

* Ability to read, understand, and follow instructions.

* Ability to work in a fast-paced environment.

* Ability to maintain knowledge, skills, and abilities as it pertains to your job.

**Education:** Typically requires applicable certifications with a minimum of 3 years of related experience; or minimum of 2 years and a bachelors degree; or an advanced degree without experience; or a minimum of 6 years of equivalent work

**Experience:** Intermediate user-level hardware and software skills, including, Microsoft Windows 10, Office 365, Adobe products, VPN, Smartphone, as well as other out-of-the box, and proprietary software, and MFPs/printers. Networking skills, including troubleshooting and basic VPN connectivity issues.

Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.

Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven, security centric environment.

Passionate for delivering excellence in customer service within a collaborative team environment.

**Nice to Have:**

* DoD Approved 8570 Baseline Certification: (i.e., Category IAT Level II (CompTIA Security + CE), CCNA Security, CySA+, etc.)

* CompTIA A+

* ITILv4

**Work Environment/Physical Requirements:**

* Office and open cubical environment.

* Ability to sit for long periods of time.

* Ability to perform repetitive motion (keyboarding, mouse, phones).

**Competitive salary based on experience and education:**

$53K $82K Yearly

***As a federal contractor, and consistent with Executive Order 14042, we will require all newly hired employees in the United States to be fully vaccinated by January 18th 2022 or by your start date if it is after January 18th 2022, subject to approved medical, religious or other accommodation***

**Job Benefits**

* Medical

* Dental

* Vision

* Tax Savings Accounts (HSA / FSA)

* Life Insurance

* Short Term Disability

* Long Term Disability

* Employee Assistance Program

* 401k

* Employee Stock Purchase Plan

* PTO

* Education Assistance Program

* Paid Holidays

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