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Technical Support Specialist

2 months ago

Sierra Vista, Arizona, United States TEKsystems Full time
Job Overview

We are looking for a dedicated Technical Support Specialist to join our team at TEKsystems. This role is essential in maintaining the efficiency of our enterprise service desk operations within the defense sector.

Key Responsibilities:

  • Address and resolve technical issues (Tier 1) through phone support or self-service tickets, assisting both internal and external customers with their computer hardware, software, network, system/application access, and telecommunications inquiries.
  • Provide guidance on the installation, operation, configuration, customization, and usage of assigned products.
  • Utilize basic diagnostic methods to identify issues, investigate root causes, and propose solutions for common failures.
  • Escalate more complex issues to higher support tiers as necessary.
  • Document all customer interactions meticulously within the ticketing system.

Interview Process: The selection process includes a single phone interview with site managers.

Essential Skills:

  • Possession of an active Secret clearance, along with current Security+, Network+, or A+ certification.
  • 0-6 months of experience in systems support or customer service, particularly within the Department of Defense or military context, complemented by a current Security+, Network+, or A+ certification.
  • Familiarity with Office 365 is highly advantageous, as support for this platform is critical for program success.
  • Strong communication skills are essential for effective interaction with both internal and external stakeholders, ensuring a high level of customer service.
  • Basic networking knowledge, demonstrated through the successful completion of Security+, Network+, or A+ certification, with the ability to escalate issues to the appropriate teams.