IT Support Technician

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., * 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

• 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

Requirements:

• CompTIA Security+ (required)

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 ability to multitask effectively
• Strong customer service orientation and dedication to problem resolution

Work Experience

• 2-3 years of experience in technical support, IT device repair, IT security/vulnerability remediation, and developing knowledge-based articles

Physical Requirements

• Ability to carry, push, lift, or lower computer equipment weighing up to 50 pounds

Education

• Technical School Certificate or equivalent experience required
• Bachelor’s degree preferred

Additional Requirements

• U.S. citizenship (required)
• Ability to pass a DoD background security investigation

Competitive Compensation & Benefits

Compensation varies based on factors such as location, experience, and skill set. For positions based in California, Colorado, D.C., Maryland, New York, or Washington, the salary range is $43,000 - $50,000 (if annualized).

Our comprehensive benefits package includes health insurance (medical, dental, vision), voluntary short and long-term disability, voluntary additional life, Sect. 125 dependent care, Health Savings Account (HSA), 401(k) retirement plan with company match, paid time off (PTO), and professional development opportunities.

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