PC Support Technician

GovCIO; Deutschland; Remote; EUR 34,000 - 45,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification Assistance

Referral Bonus Program

Pet Insurance

Flexible Work Environment

Job summary

Govcio is actively seeking a Service Desk Technician located in Germany. This hybrid position offers 24/7 support responsibilities, assisting users with various technical issues and ensuring service levels are met.

The ideal candidate will have a High School Diploma, with a basic understanding of computer systems, and 0-2 years of experience. Various benefits including an Employee Assistance Program and flexible work environment are offered.

Qualifications

• 0-2 years experience in a service desk role.
• Ability to provide first-tier support to users.
• Must be able to obtain and hold a public trust clearance.

Responsibilities

• Respond to and diagnose incidents through discussions with users.
• Provide support for PC, server or mainframe applications.
• Document, track, and monitor problems to ensure timely resolution.

Skills

Basic understanding of computer systems

Customer service skills

Incident diagnosis

Education

High School Diploma or equivalent

Tools

Ticketing system

Job description

Overview

GovCIO is currently hiring for a Service Desk Technician to provide call center report for our federal customer. This position is located in Kiln, MS and will be a hybrid position, transitioning to a fully remote position in Mid-March.

Responsibilities

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operations are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:

• Responds to and diagnoses incidents through discussions with users.
• Provides support to end users on a variety of issues.
• Identifies, researches and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Operate within the SD AQL’s, first call resolution, and speed of answer.
• Perform password resets on applicable systems.
• Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
• Utilize the knowledge base to guide callers through resolution of reported issues.
• Ensure that all email service requests are processed within acceptable contractual limits.
• Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
• Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Qualifications

Required Skills and Experience

• High School Diploma or equivalent
• 0-2 years experience
• Basic understanding of computer systems and how to use them

Preferred Skills and Experience

• MCSA Office 365 certification
• ITIL Foundation certification

Clearance required: Must be able to obtain and hold a public trust clearance

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Equal Opportunity Employer Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Salary Range

USD $24.97 - USD $24.97 /Hr.