IT Support Technician
Morgan 6 “M6” is a Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA-certified HUBZone company headquartered in Charleston, SC. We deliver expert talent with high-demand, low-density skill sets to support critical U.S. Government missions in areas such as special operations, intelligence, cybersecurity, agile development, and IT support. Most importantly, we are — and we support — Warriors First.
M6 Core Values – HEROIC
- Honor – Act with integrity and truthfulness
- Excellence – Strive for quality in all we do
- Resourcefulness – Innovate and embrace change
- One Team – Stand together and treat each other with respect
- Iron Sharpens Iron – Encourage personal and professional growth
- Castle Defense – Protect the resources entrusted to us
Job Summary:
The IT Support Technician at the US Naval Academy, Information Technology Services Division (ITSD) plays a crucial role in providing exceptional customer-oriented assistance and Repair Shop support. This position involves managing the receipt, dispersal, storage, disposal, repair, and configuration of IT equipment, both hardware and software.
Responsibilities:
- Provide Tier 1 support by addressing requests for service and providing telephone assistance to resolve reported problems
- Track and manage service requests in the ticket management system, ensuring timely completion of service
- Offer Tier 2 support, including on-site visits to resolve more complex issues that cannot be resolved over the phone
- Utilize remote assistance to connect to client workstations, facilitating efficient service delivery
- Interface directly with clients daily, ensuring performance objectives and deliverables are met
- Participate in discussion forums and track the Web Help Desk (WHD) software and summary reports
Skills:
- Ability to handle pressure and deadlines in a calm and composed manner
- Proficient in English with strong client-facing and effective communication skills
- Excellent troubleshooting abilities and capacity to multitask effectively
- Positive customer service orientation and a dedication to problem resolution