Advanced Technical Service Associate

7 days ago

Scottsdale, Arizona, United States The Computer Merchant Full time
Job Title: Advanced Technical Service Associate

Job Summary:

We are seeking an experienced Advanced Technical Service Associate to join our team at The Computer Merchant. As a key member of our IT service organization, you will provide technical support for our clients, focusing on the Rescue 21 program and other supported programs.

Responsibilities:

  • Provide second and/or third-level technical support for the Rescue 21 program and other supported programs.
  • Respond to customer inquiries via telephone, email, or chat sessions.
  • Resolve customer concerns related to installation, operation, maintenance, or product application compatibility.
  • Troubleshoot problems with malfunctioning equipment or software applications and recommend corrective action.
  • Document customer information and recurring technical issues to support product quality programs and product development.

Requirements:

  • Associate's degree or equivalent required, plus a minimum of 3 years of relevant experience.
  • Department of Defense Secret security clearance required at time of hire.
  • U.S. citizenship required.

Desired Skills:

  • Network/IT systems management.
  • SQL server.
  • Software administration.
  • Troubleshooting in a Windows environment.
  • Experience with failure and root cause analysis reporting.
  • Direct customer service and/or direct customer interaction experience a plus.
  • Knowledge of CA Spectrum One Click software suite.
  • Experience with Oracle CRM.
  • Microsoft Terminal Server.
  • HBSS.
  • Anti-Virus.
  • Network monitoring tools.
  • Asset management software.
  • Microsoft Windows Active Directory tools a big plus.
  • Support of DoD or client systems desired.

Benefits:

The Computer Merchant offers a comprehensive benefits package, including medical, dental, and vision benefits, dependent care flexible spending account, 401(k) plan, and more.

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