Salary: $51,500-58,999/year DOE About the Role:

The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.

Key Responsibilities and Duties: Work and complete assigned tickets according to SOPs

Provide high quality written and verbal customer service

Accurately track and document all work

Perform technical support services in line with the technical skill requirements

Setup and support physical hardware

Travel to client sites to perform support when necessary

Participate in on-call rotation and scheduled infrastructure maintenance

Job Qualifications:

Core Competencies Timeliness Meets deadlines - Completes work in a timely manner.

Reliability Achieves commitments - Arrives to work and meetings when scheduled/expected.

Attitude Has a positive attitude about performing their job.

Organization Manages their own work and schedule

Accountability Takes responsibility for actions and resolves own mistakes

Receptive open to feedback and willing to grow and improve

Adaptable flexible and open to change

Integrity High work ethic and integrity

Follow through Ensures work completion

Quality complete all work with a high level of detail and accuracy

Professionalism Conduct oneself in an all-round professional manner

Communication Communicate effectively

Team Available and supportive of coworkers

Abilities Prioritize and maintain a tidy ticket queue

Notify the Helpdesk Manager when unable to complete workload

Identify when an assignment should be escalated

Create detailed documentation and ticket notes

Provide high quality and timely customer service

Meet all SLAs

Support peers

Travel to client sites when needed

Participates in on-call rotation, weekend updates, technical training

Security Responsibilities Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.

Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.

Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.

Immediately follow incident response procedures when a security incident or concern is noticed.

Assist with the escorting or monitoring of visitors.

Experience and Knowledge 1-2 years experience as Tier 1 TSR

Certifications CompTIA A+

Position: Location Rockville, MD Hybrid eligible, not to exceed 1-day WFH. Employment Type- Full time Compensation - $51,500-58,999k DOE Travel-Some travel required, vehicle required. On Call rotation required

Benefits: Medical Insurance- OSIbeyond pays 75% of the premium for the Employee's base medical plan Vision and Dental Insurance- OSIbeyond pays 75% of the premium for the Employee's plans Life Insurance- OSIbeyond pays 100% of the premium for the Employee's plans Short Term Disability Insurance- OSIbeyond pays 100% of the premium for the Employee's plans 401K- OSIbeyond matches up to 4% PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.