Job Listing Information
- 10-Dec-2024 to 24-Dec-2024 (UTC)
- Mechanicsville, VA, USA
- Full Time
- Long Term Contract Length
- 40 Weekly Hours
Essential Job Functions:
- Able to Identify, research, and resolve technical and procedural issues.
- Respond to telephone calls, emails, tickets, and personnel requests for technical support.
- Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
- Escalate unresolved issues/ticket to Tier II/III support.
- Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
- Communicate accurate and useful status updates.
- Manage and report time spent on all work activities.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision/direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
- Technical problem resolution, judgment, and decision-making skills.
- Strong analytical, interpersonal, and written/verbal communication skills.
- Two years of technical customer service experience or equivalent experience/education.
- Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
- Flexible and able to adapt to a rapidly changing environment.
- Ability to communicate well and work independently with minimum supervision.
- Willingness to learn new technologies, dive into challenges and take direction.
TECHNICAL SKILLS
- Strong understanding of computer systems, including hardware and software and networks.
- Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
- Strong problem-solving abilities with skills in analyzing and resolving technical issues.
- Correctly log and escalate queries in incident management system.
- Monitor open issues, keep users informed of status.
PREFERRED QUALIFICATIONS
- Degree in a relevant field preferred or equivalent relevant experience in IT support.
- ITIL certification preferred
- Network+, A+ or Security+ Certification preferred.
- Experience with Ticketing Systems (ServiceNow preferred).
Fill the skill matrix below:
|
Skill |
Required/Desired |
Amount |
Candidate's No. of years of experience |
|
Tier 1 Help Desk Support |
Required |
3 |
|
|
Help Desk Ticketing Systems |
Highly desired |
3 |
|
|
Hardware/Software Troubleshooting |
Required |
3 |
|
|
Customer Service/Retail Support |
Desired |
2 |
|
|
Remote Support Tools |
Highly desired |
3 |
|
|
A+, ITIL, Security+ or Network+ Certification |
Nice to have |
|
|
|
Degree in Relevant Field or equivalent experience in IT Support |
Nice to have |
|
|
|
Strong communication skills, creative problem solving, highly organized |
Required |
|
|