Description
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders' employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with a strong passion for what we do and our commitment to quality service.
Summary - Provides Tier 1 and Tier 2 support of the Zeiders Enterprise Network's (ZEN) various systems, sub-systems, SaaS solutions and end user hardware and software. Performs initial triage of trouble tickets, solves or routes tickets as appropriate. Update hardware inventory as well as deploying and recovering end user equipment.
Essential Duties and Responsibilities include the following:
Provide excellent customer service in a fast paced business environment
Provide first-level contact and problem resolution for SaaS and enterprise systems (including phones) in support of system administrators. First-level contact may include responding to user application questions, answering questions regarding corporate policies, and/or managing roles/permissions within the timeliness established by corporate policies
Assist the Equipment Manager in the fulfillment of IT equipment delivery, recovery and maintenance of equipment.
Communicate technical solutions in a user-friendly and professional manner.
Triage, solve and route all user support requests as appropriate and aligned with internal customer service level agreements.
Maintain printer meter readings as requested by the vendor as well as order printer supplies.
Assist with setting up roles/permissions for new hires for systems including, but not limited to company utilized web-based systems, which manage all aspects of corporate life including time reporting, travel arrangements and benefits coordination, by the first day of employment. Disable accounts for exiting employees by final day of employment.
Reset passwords for web-based employee applications, educate users on self-service features.
Assist in administering and supporting company-wide cell phone equipment and other property accounts.
Assist with ordering and maintaining External Certification Authority (ECA) certificates; track seat licenses for software.
Provide ad hoc support to Home Office users for Microsoft Office applications, telephone voice mail, a/v equipment, and copier problems.
Other duties may be assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Education and/or Experience
Zeiders is a COVID-19 vaccination-required company and requires all employees to be vaccinated or seek an approved accommodation for a protected reason (medical or religious).
Bachelor's Degree in Information Technology or related field OR Associate's Degree in Information Technology or related field PLUS a minimum of two years directly related IT customer support experience OR a high school diploma/GED PLUS a minimum of four years of relevant experience
Proficiency in using Microsoft Office products.
Preferred Qualifications
IT-related experience within the Military Service and/or certification from a technical trade school such as ITT, Lincoln or ITI will be considered
Microsoft Office 2010/2013 Specialist (MOS) certification.
Certification from a technical trade school such as ITT, Lincoln or ITI
CompTIAA A+, Security+, Network+, ISACA CSX or other recognized entry level certification
Other Skills and Abilities
Must be self-directed and able to work without close supervision.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderately quiet.
Successful candidate must be able to pass a background check.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
