Our direct client is looking for an experienced IT Service Center Specialist to be responsible for tier 2 software and hardware support of low to medium complexity issues for internal customers via telephone, email, IM, remote control tools, or on-site support. Our client is heaquartered in the Raleigh/Durham area, but this position would be fully on-site at their offices in downtown Washington, DC. This would start as a 6-month contract with additional extensions being likely, and it would follow a typical Monday - Friday work schedule.
Essential Responsibilities:
- Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.
- Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.
- Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.
- Perform basic account access request fulfillment or incident management.
- Configure, troubleshoot and resolve basic remote access issues.
- Properly notate tickets with all customer contact per Global Technology Solutions (GTS) Standard.
- Perform new hire orientation related to PC set-up and use.
- Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors or managers.
- In general, follow documented procedures and checklists.
- Professional demeanor, strong customer relations skills.
- Proven analytical, troubleshooting and problem-solving abilities.
- Basic understanding of IP networking concepts, troubleshooting and diagnostics.
- Basic knowledge of Active Directory.
- Basic understanding of web technologies and components.
- Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
- Intermediate knowledge of LAN/WAN networking and remote access technologies.
- Ability to multi-task in a fast paced, constantly changing environment.
- Ability to type a minimum of 35 wpm accurately. Must be a touch typist.
- Aptitude for understanding and troubleshooting technical problems.
- Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
- Ability to effectively and clearly deliver information to a range of audiences.
- Ability to work well with others.
- Ability to lift, up to 50 pounds.
- Punctual, regular, and consistent attendance.
- Excellent written and verbal communications.
- Must be a team player and enjoy working in a customer service environment.
- Excellent organizational skills.
- Highly self-motivated and directed with a keen attention to detail.
Our opening job #5019
Job Types: Full-time, Contract
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
Work Location: In person