Technical Support Specialist

Benefits:401(k)401(k) matchingDental insuranceEmployee discountsHealth insurancePaid time offTuition assistanceVision insuranceWellness resourcesDescriptionAt DANE, our low turnover rate speaks volumes—our people stay because they're seen, supported, and truly valued. We believe that when our team thrives, so does our mission. That's why we offer generous paid time off starting on day one, a comprehensive benefits package, and continuous learning opportunities to help you grow both personally and professionally.As a valued member, you will play a crucial role in providing top-notch Account Management Services for the Department of State consolidated accounts. Your responsibilities will include creating, modifying, and overseeing all Department of State accounts and handling SNAP card administration. Additionally, you will be responsible for initial mobile and laptop support at the tier 1 level.Details:Location: Washington, DC - OnsiteJob Type: Full TimeEducation: Associate's Degree or Equivalent ExperienceExperience: Minimum 1 - 3 years of relevant experienceClearance: Must hold Active DoD Secret Clearance or higherResponsibilities:Performs systems administrative and operational duties on computer systemsPerform account management duties in Active DirectoryWelcome and greet customers when handling front desk operationsAnalyze, evaluate, test, and repair basic hardware problemsPrepare activity and progress reports regarding support activitiesRespond, investigate, and correct problems.Acts as a technical resource for user queriesContribute to developing and implementing improvements in the account management processes.Working to achieve SLA's when resolving customer issuesOrganize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)Provide troubleshooting, diagnosis, and repair for laptop and mobile devices RequirementsStrong customer service and communication skills (both written and verbal)Excellent interpersonal skills, especially the ability to listen and understand what is being describedWorking knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.Experience providing Tiers 1 and 2 technical support for hardware and software.Excellent attention to detail.Strong working knowledge of computer terms.Customer service operations experience.1-3 years of related experienceOne or more industry standard certifications- A+, Security+, Network+; etc. preferredHaving mobile or public key infrastructure (PKI, Smartcard) experience will be a plusExperience providing Tech support to the Department of State IT Mart locations is a plus. Physical Requirements:· Must be able to move/handle equipment up to 30 pounds such as servers, workstations, monitors, etc.DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.