Customer Service Technician

Planned Systems International, Inc.; Bossier City (LA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive total compensation package

Paid leave

401(k) retirement plan with employer match

Tuition reimbursement programs

Job summary

A leading technology service provider is looking for several individuals for the position of Customer Service Technician in Bossier City, LA. In this full-time role, you will be the first point of contact for end-users needing assistance with their computing systems. Responsibilities include troubleshooting issues, managing trouble tickets, and providing excellent customer service. Technical certifications and experience in IT support are preferred. A competitive compensation package and opportunities for professional growth are included.

Qualifications

• Must be able to obtain and maintain a clearance for public trust.
• Experience providing IT support preferred.
• Capacity to lift up to fifty (50) pounds.
• Ability to lift up to 50 pounds; ability to sit long periods; occasional overtime.

Responsibilities

• Provide IT customer support for computing systems and peripherals.
• Analyze and report on ticket resolution.
• Troubleshoot basic IT services as needed.
• Handle tickets from creation to resolution.
• Handle a wide range of hardware and network issues in a high-volume environment.
• Manage all assigned trouble tickets from creation to resolution.

Skills

Effective communication skills

Attention to detail

Troubleshooting skills

Customer service skills

Education

Minimum high school diploma

Technical certifications

Tools

Ticketing system

Remote access tools

Job description

Overview

ProSphere (PST), a Planned Systems International (PSI) company, is seeking several individuals for the position of Customer Service Technician. Persons in this position will be required to be the Tier 1 first respondent to end-user requests for assistance in the operation and functionality of their computing systems, software, peripherals, and other devices. The successful candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team at Tier 2. Individuals in this role must possess effective communication skills, have attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel on a nationwide level. These are full‑time positions located in Bossier City, LA. Veterans are highly encouraged to apply.

All candidates must be US Citizens for this contract.

Essential Functions and Job Responsibilities

• Provide routine information technology (IT) customer support in maintaining computing systems, printers and other peripherals
• Analyze and report daily on ticket resolution to an established weekly ticket closure rate
• Troubleshoot basic IT services as needed and assist customers with reported issues
• Will use an automated ticketing system on a daily basis
• Successfully handle a wide range of hardware and network technology issues in a high‑volume, fast paced environment
• Will be responsible for all assigned trouble tickets from creation to resolution

Minimum Requirements

• Must live within 1 hour of the facility (6310 E Texas St, Bossier City, LA 71111)
• Candidate required to work onsite a minimum of three times per week.
• Must be able to obtain and maintain a clearance for persons in a position of public trust conducted by the Department of Veterans Affairs (VA) and the Office of Personnel Management (OPM)
• Minimum high school diploma
• Technical certifications strongly desired
• Experience providing IT support to end‑user communities preferred but not required
• Excellent customer service and communications skills required
• Demonstrable troubleshooting and problem resolution skills for desktops and laptops
• Experience providing services to the federal government and/or the VA
• Occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl
• May be required to lift up to fifty (50) pounds
• Ability to work overtime required on occasion
• Ability to sit at a workstation for long periods of time

Company Benefits

PSI offers full‑time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short‑term and long‑term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre‑tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing [e-mail], or by dialing 703-575-8400.