IT Service Desk Technician with Security Clearance

Abacus Solutions; Sierra Vista (AZ); Sur place; USD 30 000 - 43 000; Plein temps

Résumé du poste

Abacus Solutions is seeking a motivated 24/7 Customer Support Specialist to resolve software, hardware and network issues and to provide timely updates to customers.

Requirements include CompTIA A+ certification, excellent customer service, and the ability to pass a background check and DoD security clearance; we sponsor the clearance. Starting pay is $26.43/hr. Shift rotations are required to cover 24/7 operations.

Qualifications

• CompTIA A+ Certification is required.
• Excellent customer service skills are essential.
• Technical knowledge and experience with hardware, software and networks.
• Ability to pass standard background check and obtain DoD Secret clearance; sponsorship available.

Responsabilités

• Respond to and resolve customer requests related to software, hardware and network issues with fast, friendly service.
• Assist with escalated issues and document updates to procedures.
• Resolve problems with or without remote tools and keep the customer informed.

Connaissances

Customer service

Technical knowledge

Flexibility with shifts

Formation

CompTIA A+ Certification

Description du poste

Abacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we 1st ask “Is the decision consistent with our moral and ethical principles”. We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.

Responsibilities

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

Requirements

• CompTIA A+ Certification
• Excellent customer service skills
• Technical knowledge and experience
• Security Clearance / Background Check: Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you
• Must be able to pass standard background check and drug screening
• Hours: This is a 24/7/365 operation candidates must be willing to work rotating shifts
• Pay/Benefits: Starting pay is $26.43/hr
• All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.