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Call Center Technical Support Analyst

compensation: Pay Rate: $25/hour
employment type: contract

Our company is a rapidly growing IT Services and Staffing firm supporting companies throughout the world. We currently have a contract position in Woodbridge, VA. Technicians who join us may receive new certifications for working with our clients; we issue payments weekly, offer direct deposit, and have many nationwide opportunities.

Dates/schedule: Monday – Friday (regular business hours)

Job Description: Call Center Technical Support Analyst in Woodbridge VA. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses exceptional customer service skills and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.

KEY RESPONSIBITIES:
• IT Support
• Take incoming requests for support via phone, gather information from end user, create trouble ticket, resolve the issue if feasible, or escalate the ticket.
• Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Provide off-hours support as required to perform job functions and ensure service delivery
• Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment.
• Support Center Reporting – Generate reports on daily basis – number of tickets opened/closed, current status of tickets, customer impacts, root cause analysis documents, and other reports as applicable.
• Documentation –
a. Identify gaps and assist in development and maintenance of Support Services and end user documentation* (SharePoint / Wiki / MS teams knowledge a plus)
b. Modify and create knowledgebase entries
• Hardware/Software support and deployment
a. Install and configure desktops, laptops, and servers to specifications
b. Perform ongoing upgrades and patches as required
c. Evaluate out of date hardware and assist in preparation for disposal/donation
• Security Awareness – Understanding of security impacts of end user requests and ensure adherence to company guidelines


QUALIFICATIONS, EXPERIENCE, KNOWLEDGE and SKILLS

• Bachelor's degree or equivalent combination of education and experience
• MUST be extremely punctual. Time management, coming in on time, etc. etc.
• At least 3-4 years working experience in the IT field
• Solid Understanding of ITIL Frameworks
• Experience and knowledge with creating and abiding by Service Level Agreements (SLA) *
Knowledge of ITSM tools (BMC, Cherwell, LabTech)
• Experience with enterprise Systems Management tools such as BMC Client Management. LANDesk or Microsoft SCCM is a plus.
• Technical Certifications; A+, MCSE, MCTS, MCITP, HDI, ITIL is a plus
• Must have hands on experience in handling Phone based support activities for 1000+ user base
• Excellent communication and interpersonal skills
• Excellent client service skills in a demanding, deadline-driven environment
• Advanced knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software

Preferred Skill Sets

• Mortgage or Finance Background (nice to have)
• Dell Hardware Experience
• Amazon Workspace (virtual desktop)
• Microsoft Multi-Factor Authentication
• Strong O365, Office 2016, Microsoft Outlook, Skype, Microsoft Teams
• BitLocker Encryption
• Cisco VPN AnyConnect client
• RSA Authentication Manager
• Interactive Client (i3) (nice to have)
• Group Policy / Active Directory Understanding
• Polycom desktop/conference phones (e.g. VVX 400, IP Sound station IP 7000)
• Application install experience with App development tools (e.g. Oracle, SQL Server, Monarch)
• Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Ricoh, Savin)

Pay Rate: $25/hour

Please send your resume as a word document with the subject line “Woodbridge”
  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers

post id: 7073525995

posted:

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