Technical Support Specialist III (1980)

SUMMARY: The Technical Support Specialist III is a customer service role providing support for VSE employees globally. The duties include customer service and support; account and access control management; hardware and software diagnosis; workstation setup and burn-in; repair of laptops, desktops, and network components.

Responds and follows-up on employee support issues provides timely and professional desktop support to all VSE employees. This role serves as an escalation point of contact for the service desk and will need to use creative troubleshooting skills. Aptitude for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist III is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Manages service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Diagnose, configures, installs, and supports desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Assist service desk supervisor in reviewing, and assigning service request tickets to team members, and oversees progress to ensure Service Level Agreements (SLA) are met.
• Analyze the incident management system data to determine patterns of issues or problems; research solutions and develop recommendations to resolve or escalate to others for further analysis.
• Tests all work and involves the customers in acceptance testing to ensure their systems are fully functional and their needs have been met.
• Adheres to change management processes, and proactively assesses, and executes changes to technology infrastructures that enhance overall system functionality, stability, and performance.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to employees.
• Research and provide support for escalated calls from other Technical Support Specialist team members and other IT support staff.
• Provides training and mentoring to technical support specialist team members and others in and across departments as needed.
• Creates and maintains updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents.
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS: 

• Associate's degree in Computer Science, Information Technology, or an additional 2 years of work experience in lieu of a degree
• 2 years of relevant technical work experience.
• 3 years of working experience supporting current Microsoft desktop operating systems, Office 365 e-mail and office suite.
• 3 years of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications.
• 3 years' experience with Microsoft Active Directory user account administration.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Ability to prioritize tasks and complete assignments within an estimated timeframe.
• Demonstrated strong verbal and written communication skills.
• Willingness to participate in on-call rotation, and work flexible schedules, holidays, and weekends.

PREFERRED REQUIREMENTS:

• Information Technology Certification equivalent to a CompTIA ITF+, A+, Network +, Security +, or MCP.
• Working experience with setup, repair and modification of windows desktops and laptops, printers, and other peripherals.
• Technical support and service desk experience supporting windows and Apple systems.
• Working experience and understanding of command line scripting (PowerShell, vbscript, etc.).
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance, and efficiency of the service desk support team.
• Knowledge and experience of desktop, servers and network management, software deployment and tracking tools.
• Strong knowledge of network printer installation, set up and troubleshooting.
• Knowledge of service desk ticketing system and general service desk operation.

OTHER:

This position requires up to 15% travel on an annual basis. The selected applicant will be subject to a background check and drug testing.