IT Support Technician III at Sierra Nevada Corporation — Hagerstown, MD

Do you have an eye for detail and a passion for developing innovation solutions? Join our team! The IT Support Technician III provides expert-level technical support and manages IT infrastructure projects. This role involves mentoring junior technicians and ensuring the stability and efficiency of the IT environment.

As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.

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 the proper use of IT systems and applications.
• Respond to helpdesk tickets and resolve moderate compute issues in a timely manner.
• Conference room support and maintenance.

Qualifications You Must Have:

• Associate’s degree in a related field of study.
• 3+ years of relevant experience.
• Relevant experience can be considered as a substitute for the required educational qualifications. In the absence of a degree, a minimum of 5 years of related experience is required.
• Higher level relevant degree may substitute for experience.
• Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem-solving.
• Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front-line questions on how to best utilize AI tools.
• Advanced understanding of computer hardware, software, and network troubleshooting.
• Strong leadership and communication skills.
• Customer/solution ownership, an overall drive for excellence.
• Team focused with the capacity for knowledge sharing
• Strong written and verbal communication skills with end users.
• Drive to maintain current knowledge of industry trends and potential impact on the business.
• Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
• Ability to understand user and business needs and translate to technical solutions.
• In-depth knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
• Comprehensive troubleshooting skills of industry standard hardware and software products/services.

Qualifications We Prefer:

• 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.

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.

Estimated Starting Salary Range: $26.39 - $36.29. Compensation varies depending on a wide array of factors, such as candidates' key skills, relevant work experience, and education/training/certifications. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled.

IMPORTANT NOTICE: