IT Support Technician III

Sierra Nevada Corporation is seeking an IT Support Technician III in Hagerstown, MD to provide advanced technical support, lead troubleshooting efforts, and support IT infrastructure projects. This onsite role also includes mentoring, helpdesk ticket resolution, and maintaining accurate IT asset records.

Key Responsibilities

• Lead troubleshooting and resolution of critical hardware and software issues.
• Mentor and train junior IT support technicians.
• Maintain and update IT inventory and asset management records.
• Ensure compliance with company IT policies and procedures.
• Assist in training end-users on proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues in a timely manner.
• Support and maintain conference room systems.

Minimum Requirements

• Associate’s degree in a related field of study.
• 3+ years of relevant experience.
• Relevant experience may substitute for the required educational qualifications; if no degree is present, a minimum of 5 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience using AI tools to enhance troubleshooting and improve ticket resolution timeliness and effectiveness.
• Understanding of AI operations and demonstrated ability to assist users in utilizing and navigating AI systems, including answering front-line questions on effective AI usage.
• Advanced understanding of computer hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer/solution ownership with an overall drive for excellence.
• Team-oriented approach with the capacity for knowledge sharing.
• Strong written and verbal communication with end users.
• Drive to stay current on industry trends and potential business impact.
• Ability to apply a customer care philosophy that supports a high level of customer satisfaction.
• Ability to understand user and business needs and translate them into technical solutions.
• In-depth knowledge of current IT technical standards for computers, printers, networks, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills across industry standard hardware and software products and services.

Preferred Qualifications

• Bachelor’s degree in IT or a related field.
• Advanced certifications such as CompTIA A+, Network+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA).
• A+ Certification.
• Network+ Certification.
• Security+ Certification.
• Technical documentation skills.
• Knowledge of Service Now and functionality.

Technologies and Tools

• AI tools
• VPN technologies
• RSA
• Video Conferencing (VTC)
• Service Now
• Service Now functionality
• CompTIA A+; Network+
• Microsoft Certified Systems Engineer (MCSE)
• Cisco Certified Network Associate (CCNA)
• Security+

Compensation and Location

Location: Hagerstown, MD (onsite)

Pay: USD 26 to 36 per hour

Experience Level: 3+ years

Benefits

• Medical, dental, and vision plans
• 401(k) with 150% match up to 6%
• Life insurance
• 3 weeks paid time off
• Tuition reimbursement

Essential Functions

• Ability to lift and move computer equipment up to 50 lbs.
• Regularly required to stand, walk, use hands, and reach with hands and arms.
• Working primarily in an office environment; some tasks may require work in server rooms.
• Ability to travel to different office locations as required.
• Ability to work on a computer for prolonged periods.

U.S. Government Notice

To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.