Job Description

THE SHIFT FOR THIS POSITION IS MON-FRI- BUSINESS HOURS

CANDIDATE MUST POSSES DOD CLEARANCE AND HAVE A SECURITY+ CERTIFICATION OR HIGHER.

Description

Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Candidate must have minimum of 5 years’ experience. DUTIES AND RESPONSIBILITIES

• Provide tier I and II support, answering phone calls from customers.
• Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the Remedy ticketing system.
• Applying excellent working knowledge of PC software and hardware to provide multi-tiered customer support for network connectivity, VPN, software applications, desktop peripherals, network account management, and hardware related issues via email, phone, remote assistance tools, and desk-side assistance. Performs hardware diagnostics and coordinates repairs. Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.

Qualifications and Education Requirements

• Bachelor’s Degree or higher.
• MCP Certified, preferred.
• HDI Certified, preferred.
• Experience with Remedy and Proof Point.
• Experience in Active Role Server and Active Directory, and CAC Integration w/Active Directory.
• Microsoft Office Suite 2010/2013/2016 with concentration on Outlook.
• General ITIL Concept Awareness.
• Demonstrate CAC PKI Support and troubleshooting.
• Remedy Ticketing System
• Mapping Network Printers
• Resolving PKI/CAC issues
• Assisting customers via remote access

Additional Requirements

• Occasional lifting of 25 pounds+ may be required.
• Other Duties as Assigned may change at any time.

TIME SYSTEMS, LLC IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO SEX, GENDER IDENTITY, SEXUAL ORIENTATION, RACE, COLOR, RELIGION, NATIONAL ORIGIN, DISABILITY, PROTECTED VETERAN STATUS, AGE, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW.

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