Job Description

FOR ONE (1) SENIOR END USER TECHNICAL SUPPORT ANALYSTS FOR OTS EUC SERVICE DESK/INCIDENT MANAGEMENT SECTION: The scope of the proposed services will include the following:  Responsible for Advanced enterprise-level Service Desk support and may be the first contact for answering any calls to the 24x7 Service Desk or will be the first level of escalation to resolve an incident. These staff will perform basic and advanced phone and remote support, troubleshooting to resolve issues, and escalation to On-call resources as needed. Weekend and night work shifts will be required as needed.  Assist in monitoring Network Operations Center (NOC) alarms, making tickets, and contacting ON-Call resources as needed.

EXPERTISE AND/OR RELEVANT EXPERIENCE IN THE FOLLOWING AREAS ARE DESIRABLE BUT NOT MANDATORY:  GOOD CUSTOMER SERVICE SKILLS, ABILITY TO COMMUNICATE EFFECTIVELY TO HELP CUSTOMERS FIX THEIR ISSUES AND FEEL SATISFIED WITH THE EXPERIENCE, WRITING AND EDITING SKILLS TO AID IN TICKET ESCALATION, WRITING AND UPDATING MANUALS, EXPERIENCE IN WORKING IN A NETWORK OPERATIONS CENTER, COMPUTER AND NETWORKING REPAIRS AND TROUBLESHOOTING PROBLEMS.

FOR TWO (2) END USER TECHNICAL SUPPORT ANALYSTS FOR OTS EUC SERVICE DESK/INCIDENT MANAGEMENT SECTION: (2) The scope of the proposed services will include the following:  Responsible for enterprise level service desk support and will be the first contact for answering any calls to the 24x7 Service Desk to resolve an incident. This staff will work in the ticketing system, perform basic phone and remote desktop support, troubleshooting to resolve issues, and escalation to On-call resources as needed. Weekend and night shift will be required as needed.

EXPERTISE AND/OR RELEVANT EXPERIENCE IN THE FOLLOWING AREAS ARE DESIRABLE BUT NOT MANDATORY:  GOOD CUSTOMER SERVICE SKILLS, ABILITY TO COMMUNICATE EFFECTIVELY TO HELP CUSTOMERS FIX THEIR ISSUES AND FEEL SATISFIED WITH THE EXPERIENCE, WRITING AND EDITING SKILLS TO AID IN TICKET ESCALATION, EXPERIENCE ON A HELP DESK AND IN COMPUTER AND NETWORKING REPAIRS.

Company Description

Computer Consultants International, Inc. (CCI) is an IT Consulting Firm with more than 20 years experience providing effective, expert-level services in industries such as Construction, Technology, Finance, Healthcare, and Government. CCI focuses on building long-term relationships while completing projects from design to delivery. People are CCI's key component for success. Recruiting utmost-quality individuals for our clients, CCI fields a workforce of individuals who are selected not only because of their technical qualifications but also for their achievements as substantial, contributing human beings. In government work and in the commercial market, high standards of ethics and accountability are critical. Therefore our people are chosen for their integrity and ability to maintain relationships, as well as expertise in their field. To learn more about CCI, visit us online at www.cci-worldwide.com.