Customer Support Senior

Advanced American Technologies, Inc; Washington (District of Columbia); On-site; USD 55,000 - 83,000; Full time

Job summary

Advanced American Technologies, Inc. in Washington, DC seeks an experienced IT support specialist for a contract role. You will provide technical assistance to computer system users, diagnose problems, and ensure timely resolutions across telephone, email, and onsite channels.

The role requires 11–15 years of experience, a IT-related bachelor's degree or equivalent, and strong communication skills to coordinate changes and support ongoing operations in a demanding environment.

Qualifications

• 11–15 years providing technical support to computer system users via telephone or email.
• Bachelor's degree in IT or related field, or equivalent experience.
• Experience installing and troubleshooting operating systems and software.

Responsibilities

• Provides technical assistance to computer system users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure timely resolution.
• Assists in coordination of changes, upgrades, and new products ensuring systems operate correctly.

Job description

CONTRACT JOB DESCRIPTION

11-15 years of experience. Provides technical assistance to computer system users on a variety of issues.

Responsibilities

• Provides technical assistance to computer system users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Answers questions or resolve computer problems for clients in person, via telephone or from remote location.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Provides service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
• Reads and comprehends technical service manuals and publications.
• Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
• Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Strong communication skills.
• Assists in coordination of changes, upgrades, and new products, ensuring systems shall operate correctly in current and future environment.
• Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Able to work in a team environment.

Minimum Education/Certification Requirements

Bachelor s degree in IT or related field or equivalent experience

Required/Desired Skills

• 11-15 yrs. providing technical support to computer system users by telephone, email, etc.
• 011-15 yrs. maintaining personal computers, systems and printers
• 011-15 yrs. installing and troubleshooting computer operating systems and software
• 0 Bachelor s degree in IT or related field or equivalent experience

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date.

Candidates submitted above the hourly NTE Vendor Rate $$.$$ of $XX.XX will not be considered.

There are no reimbursable expenses.