Technical Support Specialist

3 days ago


Springfield, Virginia, United States UPSLOPE ADVISORS, INC Full time

At UPSLOPE ADVISORS, INC, we are seeking a highly skilled Technical Support Specialist to join our team. This role will provide crucial support to the Customer Care Support Center (CCSC) Desk Support and Management services for a local government agency.

Responsibilities:
  • Provide technical assistance and support to government clients and end-users via phone, email, or chat.
  • Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
  • Resolve technical problems by guiding users through step-by-step solutions or escalating issues to the appropriate support level.
  • Document and track all support interactions and resolutions in a ticketing system.
  • Assist users in understanding and effectively using government systems, applications, and tools.
  • Provide basic training on common technical tasks to enhance user proficiency.
  • Assist with the setup, installation, and configuration of hardware and software applications.
  • Collaborate with IT teams to ensure compatibility and compliance with government standards.
  • Communicate effectively with government clients, end-users, and internal teams to understand and address technical support needs.
  • Collaborate with other technical support agents to share knowledge and best practices.
  • Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.
  • Ensure documentation is kept up-to-date with the latest information.
  • Escalate complex technical issues to higher-level support or IT teams as needed. Follow up on escalated issues to ensure timely resolution and user satisfaction.
  • Participate in quality assurance activities to identify areas for improvement in technical support processes.
  • Provide feedback to enhance the overall effectiveness of technical support services.

We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience.



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