Customer Service Technician

Planned Systems International, Inc.; El Paso (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive total compensation

Paid leave

Flexible spending account options

Tuition reimbursement programs

401(k) plan with employer match

Life insurance

Disability insurance

Flexible spending account

Job summary

A leading technology service provider is seeking a Customer Service Technician in El Paso, TX. The role involves providing IT support, troubleshooting hardware and software issues, and managing trouble tickets. Candidates must be U.S. Citizens and have at least a high school diploma, technical certifications preferred. This full-time position offers benefits including medical, dental, vision, and a 401(k) plan. Veterans are encouraged to apply.

Qualifications

• Candidate must be a U.S. Citizen.
• Must live within 1 hour of the facility.
• Minimum high school diploma is required.
• Technical certifications are strongly desired.
• Experience providing IT support preferred but not required.
• Ability to lift up to fifty (50) pounds is needed.

Responsibilities

• Provide IT customer support for computing systems and peripherals.
• Analyze and report on ticket resolution and closure rates.
• Troubleshoot basic IT services and assist customers with issues.
• Handle all assigned trouble 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

Automated ticketing system

IT support 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 El Paso, TX. 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

• Candidate must be a U.S. Citizen
• Must live within 1 hour of the facility (10767 Gateway West, El Paso, TX)
• Candidate requiredto 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) poundsAbility 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.