Customer Technical Support Representative ; SCA

Overview

HS Diploma with 4 years of relevant experience. Must be U.S. Citizen. Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one. Security+ Certified. CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program. Ability to work in a 24/7/365 environment including holidays. Familiar with Service Desk support methodology.

• CompTIA A+ certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications preferred
• Familiar with ITIL

• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.