Challenging Today. Reinventing Tomorrow.

We're invested in you and your success. Everything we do is more than just a project. It's our challenge as human beings, too. That's why we bring a thoughtful and collaborative approach to every one of our partnerships.

At Jacobs, we challenge the status quo and redefine how to solve the world's greatest challenges, transforming big ideas into intelligent solutions for a more connected, sustainable world.

Design your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow

Your Impact:

**Position requires on-site support ar our Hanover, Maryland offices

Job Description

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Instructs users in the use of PCs and networks. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Experience and Training: Knowledge of general IT hardware and/or software products required. Must have strong communication skills and be able to effectively communicate technical issues. Requires a High School diploma or equivalent and 6 months customer service experience, or equivalent training and experience.

Here’s What You’ll Need:

Skills and Qualifications:

• Understanding of Windows and Mac operating systems

• Minimum of 6 months customer service experience

• 1-2 years of helpdesk experience, preferred

• Demonstrated attention to detail; ability to follow processes and meet deadlines; timeliness

• Organizational skills to manage inventory, spares, schedules, and configurations

• Communication skills (written and verbal) to work effectively with management, end users, and vendors

Essential Functions

Physical Requirements of Position: Position will require heavy use of computing systems, PC or laptop. Phone use, Work may involve sitting or standing for extended periods of time. Position requires typing, and reading from a computer screen. Must have sufficient mobility, included but not limited to: bending, reaching, turning, and kneeling to complete daily duties in a timely and efficient manner. May require climbing, working at heights and in small spaces. Must be able to sit, stoop, kneel or crouch for long periods of time. Work in noisy areas with hotter and colder temperature than standard office environmental conditions. Lift and transport equipment up to 50 pounds There is a possibility that due to parking availability and location of work, walking moderate to long distances may be required. May require travel to other sites.

Work Environment: Generally an office. An inside environment may be a cubicle (considerations: close quarters, low to moderate noise, bright or dim lighting). Needs to be able to work well with co-workers, customer, and all levels of management. No hazards on job or unusual environmental conditions. Limited travel will be required, up to 10% of the time.

Equipment and Machines: Ability to operate office equipment such as a personal computer, printer, copy machine, telephone, and other equipment including desk supplies and other work-related tools as required.

Attendance: Regular hours will be Monday – Friday 8:00am – 5:00pm. Regular attendance of scheduled hours is extremely important, but not critical, except for deadlines and meetings. Punctuality and regular attendance are necessary to meet deadlines. Must exhibit flexibility of work hours to adjust to surge situations based on critical mission requirements.

Other Essential Functions: Must demonstrate professional behavior at all times when dealing with customers, management, and co-workers. Must have clear, concise, and accurate communications skills in English, both verbal and written. Grooming and dress must be appropriate for the position and must not impose a safety risk to employees or others. Must maintain a positive work atmosphere by behaving and communicating in a professional manner. Independent personal transportation to office or work site is required. Travel to and from customer’s locations and the test fields may be required to support projects. This may involve airline travel. In some cases, accommodations can possibly be made for POV, if necessary. When operating any vehicle for work purposes, must wear seat belt and in addition, no cellular devices are to be used when vehicle is in motion. Must take and pass a drug test and background check. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to interface effectively with individuals at all levels of the organization. Must be willing to travel as needed.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.