Would need to be willing to work nights and/or weekends indefinitely hours.
worker will potentially be asked to work - Must be flexible Saturday - Tuesday 8am - 630pm Friday - Sunday 530pm - 7am Monday - Wednesday 5:30pm - 7am
C2 Clearance eligibility is required
Nice to Have: Active Directory, RSA, Knowledge Base
Day To Day: Inbound phone calls; Assisting with basic troubleshooting (unlocks, resets, clearing cache/cookies, etc.).
Soft Skills: Communication, adaptable, customer service, help desk support, problem solving, team-player
Duties:
Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers.
Ensure documentation and processes are current as business and technology changes evolve.
May have an in-depth knowledge or experience in specific areas.
40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes.
Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions.
Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
5% Perform other job related administrative duties as needed.
Required Skills and Abilities:
Strong customer service skills.
Good problem solving skills.
Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.
Understands basic technical problems and solutions in relation to the business environment.
Understands the industry's business systems and processes.
Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.
Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.
Required Education: Bachelor's degree in Computer Science, Information Technology or job related degree. OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.