Technical Support Engineer at OSIbeyond in Rockville, MD

Summary: OSIbeyond is a company that provides technical support services, and they are seeking a Technical Support Engineer to join their help desk team. The role involves resolving tier 1 level ticket requests, delivering excellent customer service, and maintaining quality documentation of work performed. Responsibilities: - Work and complete assigned tickets according to SOPs - Provide high quality written and verbal customer service - Accurately track and document all work - Perform technical support services in line with the technical skill requirements - Setup and support physical hardware - Travel to client sites to perform support when necessary - Participate in on-call rotation and scheduled infrastructure maintenance - Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data - Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission - Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies - Immediately follow incident response procedures when a security incident or concern is noticed - Assist with the escorting or monitoring of visitors Required Qualifications: - Entry-level experience - Ability to prioritize and maintain a tidy ticket queue - Notify the Helpdesk Manager when unable to complete workload - Identify when an assignment should be escalated - Create detailed documentation and ticket notes - Provide high quality and timely customer service - Meet all SLAs - Support peers - Travel to client sites when needed - Participate in on-call rotation, weekend updates, technical training - Answer Ad-hoc phone calls - Recognize when to escalate calls - Assist users remotely - Utilize all internal tools (Authorized work PCs through RMM and Ad-Hoc) - Perform password resets - Handle Office 365 break/fix - Laptop staging for new hires and laptop refreshes - Manage Office 365/AD security group changes - Create accounts for new hires utilizing automation processes - User offboarding utilizing automation processes - Manage remote session coordination using TimeZest - Coordinate shipment carrier pickups of workstations to clients when needed - Follow documented procedures for security incident response - Perform hardware break/fix on workstations - Understand limitations of AD/Azure tasks - 1-2 years experience as Tier 1 TSR - CompTIA A+ certification Required Skills: CompTIA A+, Office 365 break/fix, Security incident response Important Skills: AD/Azure Tasks, Hardware break/fix Nice-to-Have Skills: Customer service, Remote assistance Benefits: Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan, Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans, Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans, Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans, 401K - OSIbeyond matches up to 4%, PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.