IT Customer Service Technician (BES)

Le'Fant Llc.; United States; On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Job summary

Le’fant seeks an IT Customer Service Technician to respond to technical issues escalated by customers, acting as a liaison between operations, the client and Engineering/Development. The role requires providing timely solutions using manuals and scripts, with coverage during extended hours on a rotating schedule.

Candidates must be a US citizen or authorized to work in the U.S., with the ability to live in the US for 36 months.

Qualifications

• Experience resolving technical issues; working in a Help Desk capacity is a benefit
• Experience providing and documenting solutions to technical issues
• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Experience working within a team-oriented, collaborative, agile environment
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls
• Experience documenting and communicating work-arounds and solutions clearly

Responsibilities

• Respond to end user requests for assistance using existing manuals and scripted responses
• Act as liaison between operations, client and Engineering/Development
• Support extended core hours on rotating schedule
• Refer ongoing issues to engineering support as needed

Skills

Help desk

Technical troubleshooting

Customer service

Team collaboration

Education

High school diploma or GED

Tools

ServiceNow

GitHub

Jira

Job description

All Jobs > IT Customer Service Technician (BES)

Le’fant is a rapidly growing CVE Certified, Service Disabled Veteran Owned Small Business specializing in management consulting for the federal government. Our compensation and benefits plans are designed to attract and retain the industry's best talent to provide the highest quality services to the Federal Government. We offer 40lK matching, customized health plans, dental and vision insurance, life insurance, short and long term disability coverage, an incentives program to recognize exceptional behavior and competitive base salaries. We hire the best to provide the best service.

Le'fant is seeking an IT Customer Service Technician able to respond to technical issues escalated by customers.

• This position will act as a liaison between operations, the client, and Engineering/Development.
• You are able to respond to end user request for assistance using existing manuals and scripted responses.
• Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team.
• Candidates filling these positions will need to be available to support extended core hours, which include Monday–Saturday, 6:00 AM–10:00 PM ET, and Sunday, 6:00 AM–3:00 PM ET, excluding holidays. Coverage will be provided on a rotating schedule.

Must be a US citizen or authorized to work in the U.S.

• Must Live in the US and have maintained a permanent residence in the US for at least the last 3 consecutive years (36 months)
• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Basic Qualifications:

• Experience resolving technical issues; working in a Help Desk capacity is a benefit
• Experience providing and documenting solutions to technical issues
• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating work-a-rounds and solutions clearly
• Qualified candidates will need to be available to support extended core hours, which include Monday–Saturday, 6:00 AM–10:00 PM ET, and Sunday, 6:00 AM–3:00 PM ET, excluding holidays. Coverage will be provided on a rotating schedule.

Additional Qualifications:

• Ability to manage time and prioritization of tasks as a high level
• Ability to communication effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, Jira
• High school diploma or GED

EEO Statement:

It has been and will continue to be a fundamental philosophy and policy of Le’fant not to discriminate on the basis of race, color, religion sex, gender, sexual orientation, sexual gender, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment

Pay Transparency
There are many factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, the individual’s particular combination of education, knowledge, skills, competencies, and experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis as well as contract-specific affordability and organizational requirements. Annual salary is just one component of Le'fant's total compensation package. Le'fant provides a variety of benefits to employees, including but not limited to, health insurance coverage, life and disability insurance, a 401k plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Le’Fant maintains compliance with all federal, state, and regional labor laws and regulations for the workforce lifecycle, for all candidates and employees, regardless of employment status. This commitment applies across temporary, part-time, full-time, and salaried positions, complying with regulatory minimum wage rates and exempt salary thresholds. We accept applications on an on-going basis and there is no fixed deadline to apply. Since this position can be worked in more than one location, the range shown is the national average for the position.
A reasonable estimate of the current range is $15.00 - $17.00 an hour.