Specialist, Technology Support II

Job Title: Specialist, Technology Support II

Location: Columbia, SC

Duration: 12 Months

Would need to be willing to work nights and/or weekends indefinitely hours.

worker will potentially be asked to work - Must be flexible Saturday - Tuesday 8am - 630pm Friday - Sunday 530pm - 7am Monday - Wednesday 5:30pm - 7am



C2 Clearance eligibility is required

Nice to Have: Active Directory, RSA, Knowledge Base



Day To Day: Inbound phone calls; Assisting with basic troubleshooting (unlocks, resets, clearing cache/cookies, etc.).



Soft Skills: Communication, adaptable, customer service, help desk support, problem solving, team-player



Duties:

• Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers.


• Ensure documentation and processes are current as business and technology changes evolve.


• May have an in-depth knowledge or experience in specific areas.


• 40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes.


• Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.


• 20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions.


• Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.


• 20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.


• 15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.


• 5% Perform other job related administrative duties as needed.

Required Skills and Abilities:

• Strong customer service skills.


• Good problem solving skills.


• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.


• Understands basic technical problems and solutions in relation to the business environment.


• Understands the industry's business systems and processes.

Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.



Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.



Required Education: Bachelor's degree in Computer Science, Information Technology or job related degree. OR an Associate Degree in Computer Science, Information Technology or other job related degree OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience.



Required Work Experience: None.

Location: Pineridge, SC, US

Posted Date: 10/7/2024