Responsible for day-to-day support of desktop Microsoft Windows in a closed environment, virtual, or physical
Manage assigned tickets in ServiceNow at required SLA levels and escalate tickets to higher-level support as required
Provide direct front end support to users, first level support for desktop-related items such as application issues and other IT-related issues including application, voice (phone), and data access issues
Deliver new systems to employees and remove equipment as required following the processes dictated by the security team
Support ongoing projects to replace or upgrade existing IT equipment as required
Assist with RMF and ICD 503 compliance as required by security
Utilize excellent written and verbal communication skills at all levels of the organization
Ability to travel between L3Harris facilities within the Rochester area

Active Top Secret/SCI security clearance and willingness to submit to a CI Poly
Security+ CE or any DoD 8570 IAT Level I or higher approved certification
Bachelor’s Degree and a minimum of 2 years of prior related experience; Or, Graduate Degree or equivalent with 0 to 2 years of prior related experience; Or, in lieu of a degree, a minimum of 6 years of prior related experience
Experience with Wyse Management Suite
Active Directory and GPO management experience
Experience with Microsoft Exchange
Knowledge of basic networking concepts and working principles
Experience with Cisco routers & switches, SCCM, and supporting RedHat, CentOS, or Ubuntu Linux
Network certification a plus

IT Customer Service

Key skills