Technical Support Specialist - (State Govt.)

Unedollar Ok-sign    posted almost 5 years ago

Contract | Staffing Agency | | 12 Months Austin, TX


Description:

Technical Support Specialist _DPA-14-45

 

Primary Roles and Responsibilities

{C}1.     {C}Technical Support

{C}·         Provide end-to-end coordination of outages

{C}·         Send IT and customer notifications as required (e-mail & voice)

{C}·         Answer phones within target-answer-times

{C}·         Gather/verify caller contact information

{C}·         Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.

{C}·         Triage and troubleshoot customer calls; work with Tier 2/3 as appropriate to resolve

{C}·         Perform non-enterprise installations and updates via Remote Control and Software Delivery tools

{C}·         Perform call-backs within target-response-times

{C}·         Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)

{C}·         Monitor Service Desk queues

{C}·         Update/escalate tickets as appropriate

{C}·         Monitor systems for problems/alerts

{C}2.     {C}Systems Administration

{C}·         Perform systems/accounts administration within target-response-times

{C}·         Assist with conference room Exchange calendars

 

 

 

{C}3.     {C}Documentation – systems and processes

{C}·         Document, test, and publish processes/procedures

{C}·         Participate in developing and testing knowledge management content (knowledgebase)

{C}·         Assist TCC resources with knowledge management activities

{C}4.     {C}Training & Development

{C}·         Attend product training as deemed appropriate

{C}·         Achieve technical certifications as determined by IT management

{C}·         Maintain awareness of AE IT quality programs and standards

 

WORKER SKILLS AND QUALIFICATIONS (Required)

 

Any combination of education and/or work experience will substitute for minimum qualifications.  A Master's degree may substitute for two (2) years of the required experience.

 

Minimum (Required): insert specific minimum skills for this Contract Position) Recommend itemizing minimum skills in

Accordance with importance (most important to least importance)

Years

Skills/Experience

3

Install and maintain hardware and/or software for desktop systems

3

Troubleshoot computer, printer, and plotter problems

3

Provide professional technical customer service to users.

2

Answering technical support calls

1

Perform troubleshooting for network switches and wiring

1

Schedule, document, and close work orders via support software

1

Perform simple system administration duties, e.g. adding user accounts

1

Track and monitor company technology asset inventory

1

Perform other duties as assigned.

Employer avg response time
  • Relocation Assistance: No
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