This program requires US Citizenship - Provides first-level troubleshooting of hardware, software and operating system problems, - Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets. - Responds to telephone calls, email, and problem tickets for personnel requests for technical support. - Tracks and monitors the problem to ensure a timely resolution where required. - Resolves PC software configuration problems and remotely installs software products and/or approved patches. - Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs. - Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff. - Diagnoses, isolates, and analyzes problems utilizing historical database records. - Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements. - Escalates unresolved issues to the successive level of support. Basic Qualifications: Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree - 1 or more years of experience in troubleshooting applications or network related issues - 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now - 1 or more years of experience providing customer service Additional Qualifications: - Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends. - Hands-on experience with Microsoft Windows operating systems - Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware - Excellent and demonstrated communication and customer support skills - Understanding of client-server and networking principles - Ability to obtain MCDST or equivalent within 12 months - Knowledge of ITIL/ITSM concepts **Position Details:** + Pay Rate / Range:______$35.56-$46.15__________________ _The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions._ + Benefits (Regular, Full Time Employees): 1. Medical, Dental, and Vision offerings 2. Weekly Direct Deposit 3. Paid Holidays and Personal Time Off 4. 401(k) with match 5. Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages 6. Pre-Paid Legal and Employee Assistance Programs 7. Northwest Federal Credit Union Membership 8. BB&T @ Work Program **_ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans_** tag#IND1