Job Details
Qualifications
- Associate's degree
- Bachelor's degree
- CompTIA A+
- CompTIA Security+
- Doctoral degree
- Help desk
- High school diploma or GED
- Master's degree
- Microsoft Office
- Windows
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Job Description
Position Description
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Essential Job Functions
- Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
- Provides polite and customer friendly service support for problem resolution
- Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
- Documents incident status and solutions in incident database tools
- Possesses current working knowledge of computers, printers, laptops and common windows applications
- Works through various types Tier II issues with telephone assist
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Certifications REQUIRED (MUST HAVE BOTH 120 days after start date):
· CompTIA Security+
And one of the following:
· A+ CE (CompTIA)
· HDI-CSR (Customer Service Representative)
· HDI-SCD (HDI Support Center Director)
· HDI-SCA (HDI Support Center Analyst)
· ITIL Foundation
· Microsoft Office 365
Education/Experience:
· High School Diploma/ GED + Relevant experience: 3 years
· Associates Degree + Relevant experience: 1 year
· Bachelors Degree + Relevant experience: 0 years
· Masters Degree + Relevant experience: 0 years
· PhD + Relevant experience: 0 years
Job Types: Full-time, Contract
Pay: $48,700.00 - $61,400.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- No experience needed
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
Ability to commute/relocate:
- Annapolis Junction, MD 20701: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 2 years (Required)
- Help desk: 1 year (Preferred)
License/Certification:
- CI Polygraph (Preferred)
Security clearance:
- Top Secret (Required)
Work Location: In person