Job Summary
Under the direction of the Global Service Desk Manager, responsibilities will include providing direct support to end-users on hardware, software and network-related issues. Troubleshoot with end users to determine issues, classify levels of priority and engage appropriate technicians for resolution. Document issues through trouble tickets, follow-up with end users through and after resolution to ensure customer satisfaction.
Job Duties & Responsibilities
- Effectively communicate with customers via telephone, email, and in-person under varying ranges of environmental and cultural circumstances.
- Create, maintain and close trouble tickets using designated software and procedures.
- Coordinate with appropriate departments, engineers and other team members to resolve more advanced issues while maintaining communication with customers.
- Facilitate annual 'end of life cycle' replacement procedures.
- Coordinate with vendors and schedule visits for equipment maintenance and repair.
- Assist team members on projects requiring multiple inputs and/or manual labor.
- Support the down range IT departments as required.
- Perform other duties as assigned by Management.
Knowledge & Skills
- Obtain and/or maintain a Security Clearance as a condition of continued employment; active Secret Security Clearance is preferred.
- Valid driver's license
- Advanced understanding of commonly used hardware, software and network theory.
- Experienced in operating system deployment through network.
- Knowledgeable or certified in automated help desk managements systems.
- Knowledgeable or certified in Microsoft Office applications.
- Excellent telephone etiquette, data entry, and communication.
- Ability to work independently as well as within a team.
- Adaptability to rapidly changing technical environments.
Experience & Education
- Minimum one (1) year of experience in IT Customer Support environment or customer service related field.
- Minimum one (1) technical related certification (e.g. CompTIA A+, Security+ and/or Network+) Physical Requirements/Working Environment
- Must be able to:
- Work in a normal office environment with controlled temperature and lighting conditions.
- Walk or stand on level and/or inclined surfaces up to three (3) hours per day and sit for up to five (5) hours per day.
- Routinely climb / descend stairs. o Routinely grasp or handle objects, use finger dexterity, bend elbows / knees, and reach above / below shoulders.
- Lift up to 30 pounds.
- Travel Travel to and between
- CONUS locations as requested is required.
Location
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering a salary range of up to $20.43 per hour depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
EOE/F/M/D/V