Technical Support Specialist III (USI4) (2112)

SUMMARY: The Technical Support Specialist III will be a member of the VSE Corporate IT Help Desk team and is responsible for assisting the Sr. Manager, Service Desk, to provide customer service support for VSE employees globally. This role provides support for the Information Technology department and will be required to explain technical intricacies to employees for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. This role serves as an escalation point of contact for the service desk and will need to use creative troubleshooting skills and is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Provides expert-level troubleshooting and technical support.
• Manage 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, configure, install, and support 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.
• Test all work and involves the customers in acceptance testing to ensure their systems are fully functional and their needs have been met.
• Adhere to change management processes, and proactively assesses, and execute changes to technology infrastructures that enhance overall system functionality, stability, and performance.
• Communicate 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.
• Provide training and mentoring to technical support specialist team members and others in and across departments as needed.
• Create and maintain updated knowledge-based articles in the document repository and contribute 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 sciences, information technology, or related field or a combination of relevant Specialized Technical Certifications in related field
  • or an additional 2 years of relevant work experience in lieu of degree.
• Minimum of 2 years of working experience supporting current Microsoft desktop operating systems, Office 365 e-mail and office suite.
• Minimum of 2 years of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications.
• Minimum of 2 years of experience with Microsoft Active Directory user account administration.
• Able to develop solutions, troubleshoot critical systems, and apply best practices.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Ability to prioritize tasks and complete assignments within an estimated time.
• 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.
• Bachelor’s degree in computer science, information technology or related major or equivalent years of work experience.
• 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 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 operations.

OTHER:

• Some travel is required.
• The selected applicant will be subject to a background check and drug testing.