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.

Currently, Recro is seeking a motivated, career and customer-oriented Dedicated Enterprise IT Support Technicianjoin our team in McLean, VA. 

Clearance:

• TS/SCI FS Poly

Responsibilities:

• Apply ITIL-based processes to manage the receipt, triage, categorization, and resolution of incoming incidents, requests, and demands.
• Write SOPs, register laptops in the USG1 environment, and perform hardware inventory.
• Analyze, troubleshoot, and implement fixes without escalating to Tier 3 support.
• Perform remote desktop triage and system repairs using approved remote tools.
• Maintain and update support records and tracking systems accurately.
• Collaborate with network, software engineering, and application teams to restore services and diagnose problems.
• Provide local support, which may involve travel between customer buildings.
• Provide administrative support for special non-commercial systems including access management and file transfers.

Required Qualifications:

• High School Diploma with 11+ years of experience, an Associate’s Degree with 9+ years of experience, or a Bachelor’s Degree with 7+ years of experience.
• Component System Administration (CMA) Certification
• Knowledge of Windows Active Directory
• Ability to resolve technical problems and respond to requests via phone, in-person,ticketing systems, or IM related to hardware, software, network, access, or telecom
• Demonstrated technical and problem-solving capabilities to address critical IT issues
• Experience supporting Windows and business applications in an enterprise environment
• Familiarity with desktop programs, configuration, and debugging techniques
• Experience with virus scanning, standalone desktop, laptop computing services and experience with troubleshooting servers, printers, and peripheral devices

Preferred Qualifications:

• Experience in a technical help desk support role
• Familiarity with data transfer services
• IAT Level II certification
• Experience with ServiceNow ITSM and ITBM
• Background managing projects of low to mid-level complexity
• ITIL® v4 Foundation or higher certification

Work Schedule:

• 9:30 AM to 6:00 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements.

Benefits at Recro:

• 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.