Technical Support Technician

• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
• Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.
• Provide user support and basic training for common applications, system procedures, and office productivity tools.
• Collaborate with cross-functional IT teams-including network, systems engineering, and application development-to restore services and address complex problems.
• Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols., * Work required shift from 9:30 AM to 6:00 PM as part of a coverage team operating 24x7 support, to include holidays. Training shift will be 7:00 AM - 3:30PM or 8:00 AM - 4:30 PM Monday through Friday for the first 2-3 weeks.

• High School Diploma with 6+ years of experience, an Associate's Degree with 4+ years of experience, or a Bachelor's Degree with 2+ years of experience
• Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• F amiliarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support., * Related work experience in a technical help desk position.
• Special non-commercial systems administrator experience (access management/file transfer).
• Experience with ServiceNow ITSM & ITBM.
• Strong communication skills and the ability to exchange accurate information with coworkers, management, and customers.
• Adaptability to quickly changing tasks and requirements, and eagerness to learn new skills while on the job.

Recro, a Certified Small Business, helps federal agencies achieve their goals through IT infrastructure, cybersecurity, DevOps, cloud services, and digital transformation. We prioritize innovation, employee growth, and a collaborative work environment, guided by our core value - to make a difference., * 100% paid medical, dental, and vision * 401k - 6% matching and 401k profit sharing * PTO - 120 Hours * Federal Holidays * Education and Tuition Reimbursements * Wellness Benefits * A lot of cool gear! Working at Recro * A Great Culture - We are building a culture at Recro where amazing people (like you) can do their best work. If you are ready to grow your career and recro (re-invent) the way our clients operate, you have come to the right place. * A Great Place to Work - Employees are treated like people, not line items. We work smart when we can and hard when we must but we always do it together, as a team. We are a team with tons of passion and enthusiasm to blaze new trails and improve the state of our clients, the broader community, and even the world. * A Great Place to Contribute - We believe diverse perspectives improve each challenge that we face. We trust and enable our amazing people to accomplish amazing feats. At Recro, you will be empowered to deliver your best work. * A Great Place to Grow - We believe in our people and maximizing your potential. At Recro, we continue to look into the future and invest in each other through teamwork, collaboration, and training.