Please note that this is a 1 year contract position
Candidates need a Public Trust Clearance.
a) General Description: Provide technical support to customers for a wide range of computer-related issues. Actively listen to customer problems and be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues. Follow-up with customer to ensure problem has been resolved. Update the knowledge base with process changes and recommended solutions. Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate.
b) Typical Duties: a. Answer inquiries from customer regarding request, incidents or problems b. Document all aspect of the interaction in the ticketing system c. Maintain a pleasant demeanor with all customer d. Immediately escalate any issue identified as security related e. Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented f. Show respect and courtesy to all customer g. Ability to remain calm and focused when dealing with difficult customers
Travel requirements to client locations are estimated at __0__%.
Prior Help Desk experience preferred, extensive knowledge of MS Office (2007 to present) beyond basic personal use required, familiarity with technical infrastructure to include LAN’s, WAN’s, and servers. High school degree required. College experience a plus. Experience with virtual private networking a plus.
For consideration, please reference job number 2240.