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Job Description:

Contract duration: 4 months

Description/Comment:
* Technician will resolve technical problems and answers queries by telephone and by walk-in users in support of customer computer hardware, software and data networks
* Use expertise in customer services and technical knowledge to resolve issues surrounding the installation, troubleshooting, servicing, repair and usage of software and/or hardware products
* Candidate must be able to resolve less complex problems immediately, while more complex problems are assigned to second level support or supervisor
* Maintain and update records in the Remedy call tracking system
* Prepare status reports and collect data for metrics
* Alert management to recurring problems and emerging trends
* Participate in future technology projects and rollouts
* Work is performed under general supervision
* All work is performed on customer site and must adhere to all customer policies, practices and procedures
Job Requirements:
* Experience in IT customer service industry, responding to requests in a courteous, professional manner
* Candidate must have strong verbal and written communication skills
* Ability to develop solutions to problems of normal complexity
* Experience and understanding of an MIS environment
* Must have strong troubleshooting/problem solving skills
* High School Graduate or equivalent, plus 2 or more years experience in information technology with customer service and desktop support experience
* Microsoft Certification in Windows XP desirable
* PC application support experience for Windows 2000/XP O/S, MS Office Products Suite, Outlook and Exchange preferable
* Experience with VTCs is highly desirable
* Remedy experience is a plus
* Must be able to lift and carry 40 pounds
** U.S. Citizenship required **
*** Secret Level security clearance required ***

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