Computer User Support Specialist

Job Description:

CAN BE REMOTE

• Troubleshoot and decipher problems by asking probing questions and utilizing available tools; research, resolve and respond to various user requests and inquiries; provide researched fact-based data and information.

• Provide detailed description of problems and resolutions in the ticketing system; maintain a predefined call closure rate on incidents entered into the ticketing system.

• Log all trouble calls and requests, forward unresolved issues Level II support.

• Follow up on all calls to endure timely resolution and customer satisfaction.

• Handle various other customer support related duties as they arise.

• PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software).

• An understanding of servers, virtual drives, and directory structures.

• Prior experience with troubleshooting tickets in an IT environment a plus.

• Works with minimum supervision or independently, proactively follows up on outstanding issues/tickets, is customer service oriented.

• Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action.

• Handles multiple projects with changing priorities and is able to handle frequent interruptions positively

Required Skills and Experiences:

• PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software).

• An understanding of servers, virtual drives, and directory structures.

• Prior experience with troubleshooting tickets in an IT environment a plus.

• Secret Security Clearance

• US citizen

Requirements:

• A High School Diploma (or GED) is required.

• Associates or Bachelor's degree desired but not required.