Information Technology Specialist

2 weeks ago

Columbia, United States SPECTRAFORCE Full time

Job Title: Specialist, Technology Support II

Location: Columbia, SC

Duration: 12 Months

Would need to be willing to work nights and/or weekends indefinitely hours.

worker will potentially be asked to work - Must be flexible Saturday - Tuesday 8am - 630pm Friday - Sunday 530pm - 7am Monday - Wednesday 5:30pm - 7am


C2 Clearance eligibility is required


Nice to Have: Active Directory, RSA, Knowledge Base


Day To Day: Inbound phone calls; Assisting with basic troubleshooting (unlocks, resets, clearing cache/cookies, etc.).


Soft Skills: Communication, adaptable, customer service, help desk support, problem solving, team-player


Duties:

  • Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers.
  • Ensure documentation and processes are current as business and technology changes evolve.
  • May have an in-depth knowledge or experience in specific areas.
  • 40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes.
  • Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
  • 20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions.
  • Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
  • 20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
  • 15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
  • 5% Perform other job related administrative duties as needed.

Required Skills and Abilities:

  • Strong customer service skills.
  • Good problem solving skills.
  • Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.
  • Understands basic technical problems and solutions in relation to the business environment.
  • Understands the industry's business systems and processes.


Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.


Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.


Required Education: Bachelor's degree in Computer Science, Information Technology or job related degree. OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.


Required Work Experience: None.

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