SME Computer User Support Specialist
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 7-12 years of work experience. At least one (1) year experience with Windows desktop support. At least two (2) years experience working knowledge of remote tools.
- Required Skills
- Customer serviceTroubleshooting
Requirements
- Public Trust Clearance (Or ability to obtain)
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
- Provides technical/management leadership on major tasks or technology assignments.
- Has domain and expert technical knowledge.
- Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
- Decision-making and domain knowledge may have a critical impact on overall project implementation.
- Contributes to deliverables and performance metrics and may supervise others.
- Must be willing to work a variety of shifts, including holidays as scheduled
- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
- Familiarity with Windows, web browsers, and basic functions of Active Directory
- Associates Degree or equivalent.
- Minimum of 7-12 years of work experience.
- At least one (1) year experience with Windows desktop support.
- At least two (2) years experience working knowledge of remote tools.
- Experience supporting industry standard software products.
- Experience as a remote worker demonstrating time management and self discipline.
Responsibilities
- Performs a variety of clerical and administrative duties pertinent to Help Desk.
- Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
- Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
- Monitors team productivity and quality; provides individual feedback.
- Coordinate fix actions with other teams, document fix actions and train junior technicians on the Advanced Technical Support team.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
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