Technical Support Specialist

2 months ago


El Paso, Texas, United States GovCIO Full time
Position Overview

GovCIO is seeking a dedicated Technical Support Specialist to assist clients at ARPA-H.

Key Responsibilities

- Provide program assistance as a Service Desk Technician for ARPA-H.
- Deliver exceptional customer service and prompt resolution of technical issues through various channels including chat, email, and on-site support.
- Support Tier 1 operations for the installation, implementation, maintenance, troubleshooting, and repair of desktops, laptops, printers, tablets, and related peripherals.
- Diagnose and resolve issues related to Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.
- Assist with Microsoft Office 365 and Active Directory products.

- Maintain documentation and track customer incidents and requests using a ticketing management system, ensuring updates on troubleshooting and resolution efforts.
- Efficiently escalate tickets to appropriate teams when necessary.
- Isolate and resolve issues with individual workstations, acting as a resource for user inquiries regarding hardware and software challenges.

Qualifications

- Bachelor's Degree or equivalent experience.
- 2-5 years of relevant experience.
- Proficient in resolving technical issues via telephone, email, and chat.
- Ability to learn customer support processes and techniques effectively.
- Strong teamwork skills and the ability to multitask in a dynamic environment.
- Excellent analytical and problem-solving abilities, coupled with outstanding customer service skills.
- Strong interpersonal, written, and verbal communication skills.

Company Overview

GovCIO is a collective of innovators committed to transforming government IT.

Every day, we strive to make a positive impact by providing cutting-edge IT services and solutions that enhance the operations of government agencies and their service to citizens.

We are looking for talented individuals to join us in this mission, contributing to our culture and helping us attract other exceptional talent.

We are an Equal Opportunity Employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Compensation Overview

The posted salary range reflects the expected compensation for this position at the start of employment. However, the actual base pay offered may vary based on several individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity.

The total compensation package may also include additional compensation elements, which will be discussed during the hiring process.

If hired, the employee will be in an "at-will position," and GovCIO reserves the right to modify base salary and other discretionary payments or compensation programs at any time.

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