Kaimetrix is seeking a Sr. IT Support Specialist to provide ongoing technical support for a range of programs and projects during periods of high activity, such as the refresh of mobile devices, laptops, routers, and switches, and the de-commissioning and stand-up of new initiatives. This role is critical for enhancing user support capabilities and ensuring seamless IT operations across the organization. The position is remote but may require occasional on-site assistance. This role aims to meet customer demands within service level agreements and enhance both customer and IT Specialist self-help services through automated, modernized processes. Responsibilities: Provide technical support for User Support programs such as Mobility and related projects, aligning with program and project management outcomes and processes. Regularly review and update existing knowledge articles, address deficiencies, and create new technical support documentation and user self-help documents. Ensure all knowledge articles and guidance for the User Support community are current, complete, and well-organized for quick retrieval. Modernize the customer experience through the implementation and maintenance of chatbots, AI, and other modern technologies. Provide consulting services and guidance on relevant products, tools, and technologies, including creating documentation on test scenarios, lessons learned, checklists, migration strategies, and current and future architecture designs. Offer direct help desk support, including answering calls, providing tiered level support, opening tickets, escalating issues, and maintaining SLA guidelines. Assist in troubleshooting and resolving unplanned incidents or outages involving existing and new technologies. Resolve user-generated support tickets in accordance with Service Level Agreements (SLAs). Develop and support documentation such as Installation Guides, Administrator’s Guides, Service Desk Guides, Change Management Configuration, and other documents needed for Enterprise Organizational Readiness. Provide on-site assistance in office locations for installation, addressing customer needs, or other technical support, aligning with industry customer support standards. Qualifications: Minimum 4 years of IT support experience. Demonstrated ability to troubleshoot and resolve IT hardware and software issues efficiently. Strong understanding of network configurations, including client image management. Excellent organizational skills, capable of managing multiple tasks and prioritizing effectively. Strong communication skills, capable of constructively engaging with end-users and team members. Experience in a government or law enforcement environment is preferred. Commitment to providing high-level support with minimal user disruption. US Citizen Ability to obtain a government clearance Education: Associate’s Degree in Information Technology, Computer Science, or a related field. Additional Requirements: Drug testing will be required as a condition of employment. Location: Remote Position Type: Full-Time Citizenship Requirement: US Citizenship Required Kaimetrix is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Consulting Incident management Artificial intelligence (AI) Computer Science service-level-agreement mobility Software installation Network configuration Communication Information technology (IT) Organizational skills Help Desk Technical Support