Complete Description:-
Must be capable of working in a Call Center and/or Onsite role by effectively listening, analyzing/documenting issues, carrying out solutions and/or escalating issues, and tracking to completion. Work with end users to identify and resolve computer hardware and software issues, install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, strong TCP/IP network troubleshooting, extensive Active Directory knowledge, project deployments, and other related duties as assigned. Maintain up-to-date knowledge of hardware and software specifications. Must be experienced in Windows 7 and 8, MAC OS, Microsoft Office, Printer/Scanner Peripherals, and mobile/tablet devices.
The preferred candidate must have excellent verbal and written skills in order to provide support; must be able to communicate with the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills.
Must be flexible to 24/7 shifts, may require work on weekends & after normal business hours. Adhering and working within established policy and procedures within the Call Center and Agency Code of Conduct. Meeting and exceeding established programs SLA's.
If necessary, the preferred candidate will be subject to written and scenario based testing in: customer service and technical proficiencies.
Behavior Characteristics:-
Interpersonal, team-oriented, customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical with detailed oriented skills. Must have excellent verbal/written communication skills and composed of distress.
Skills:-
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Provide direct desktop support
Required
8
Years
3 - Expert
Expertise in supporting Microsoft based HW/SW (2000, XP, and higher)
Required
8
Years
3 - Expert
Experience and working knowledge of MAC OS 10.X & Office 2008
Required
12
Months
2 - Proficient
Configure and troubleshoot wireless connectivity
Required
2
Years
2 - Proficient
Experience with LAN/WAN connectivity issues (toning/tracing ports)
Desired
2
Years
2 - Proficient
Experience and use of remote control tool sets (LANDesk and DameWare)
Required
2
Years
2 - Proficient
Experience and working knowledge of Active Directory & Active Server Role
Highly desired
2
Years
2 - Proficient
Experience and knowledge of ghosting software & support of specialized apps
Highly desired
3
Years
2 - Proficient
Experience with Call Tracking Systems (preferably Remedy ITSM)
Required
2
Years
2 - Proficient
Troubleshoot, diagnose, resolve and document technical service requests
Required
5
Years
3 - Expert
MCSA or MCSE
Nice to have
All candidates interviewed are required to take & pass technical exam.