Customer Support Technician

360 IT Professionals; Montgomery (AL); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading IT consulting firm is seeking a Customer Support Technician for a 2-month role, likely extending up to 2 years, in Montgomery, AL. The successful candidate will provide Tier I support for software and hardware, addressing Service Desk tickets for State Agencies. Applicants should have a Bachelor's degree in Computer Science or related field, 1-2 years of IT experience, and possess CompTIA A+. Strong troubleshooting and interpersonal skills required. Local candidates are strongly preferred.

Qualifications

• 1-2 years of IT work experience in computer systems or support.
• Demonstrated working knowledge of hardware and software products.
• CompTIA A+ certification.

Responsibilities

• Provide Tier I support for software and hardware issues.
• Diagnose and resolve issues with documented procedures.
• Respond to Service Desk tickets from end users.

Skills

Tier I support

Microsoft/Windows OS

MAC OS

CompTIA A+

Interpersonal skills

Troubleshooting

Education

Bachelor's Degree in Computer Science

Tools

Active Directory

MS Exchange

Office 365

Job description

360 IT Professionals is a California base Minority Business Enterprise specializing in the field
of IT Consulting and Staffing. Since our Inception we have been providing
industry leading IT solutions for Staffing and Software Development. We have
more than 30 IT Staffing Services contracts across USA and working
closely with Fortune 500 Companies and Key Private sector Agencies. We
are providing staffing support to more than 10 State Customers across USA
and have successfully staffed for more than 260 roles in last 6 months.

Job Description

Job Title: Customer Support Technician

Duration: 2 months with likely extension up to further 2 years

Work Location: Montgomery, AL

Interview methods: Phone/Skype/F2F

Required Skills:

• Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems. This reports directly to the Support Services Supervisor of Desktop Support, and serves as the first tier OIT Desktop Support to assist State Agencies with any issues (hardware, software, network). They are expected to respond efficiently and effectively to Service Desk tickets from OIT end users which are received by phone, email, or walk in and either resolve the issue or elevate the issue to the appropriate tier-2 level support if necessary. This position is required to accurately record all resolution steps to the current tracking software with a complete description of the problem, end user contract information, organization, resolution, and any other attributes required to support future end user queries.
• Skills Required Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. In general, follows documented procedures and checklists. Microsoft/Windows OS/MAC OS/Apple product Installation and basic troubleshooting of software and hardware issues. The ability to troubleshoot in a timely manner and follow written instructions. CompTIA A+ break/fix field related experience in a desktop support role from initial set-up to finished product. Excellent interpersonal skills and the ability to communicate with others in a positive professional manner. Familiar with Active Directory, virtual environments, storage area servers/networks, LAN/WAN, MS Exchange, MS SharePoint and Office 365.

Qualifications

Skills Preferred:

• Experience Required: Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
• Education Required : Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. CompTIA A+

Additional Information

***Local candidates strongly preferred****