Customer Service Technician

Description

Overview

Client First Technologies currently is seeking a Customer Service Technician with experience supporting enterprise users of computer applications and systems. The Customer Service Technician will utilize their troubleshooting skills to help end users resolve their issues, including coordinating Tier III escalation as appropriate.

This is a full-time, on-site position located at the client site in Alexandria, VA.

CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

Requirements

Responsibilities

• Provide Tier 2 Support (including first call resolution) by assisting clients with technical issues via phone, email, and chat
• Provide weekday support on different shifts covering 7am – 8pm
• Track inventory assets
• Keep an organized and presentable work area
• Record tickets and maintain ticket status in ServiceNow
• Analyze software and business applications; troubleshoot issues
• Use computer images to install and configure laptops
• Support users with file shares and permissions issues
• Track, log, and report each service request
• Adhere to established methods for responding to and documenting support requests
• Provide deskside support, hardware troubleshooting, software assistance, and network problem resolution
• Document troubleshooting steps, resolutions, and recommendations in the ticketing system
• Create, update documentation for users, technical configurations, to include Knowledge Base documents, Standard Operating Procedures, and Configuration documents
• Collaborate with IT staff to identify recurring issues and recommend long term solutions
• Maintain a strong customer service focus while working directly with end users
• Assist with hardware deployments, upgrades, and system imaging as needed
• Follow up with customers ensuring their issues and requests are resolved
• Work cooperatively and independently to research and document issues and solutions
• Work collaboratively with multiple enterprise teams to provide complete support to the end user
• Walk customer through problem-solving process

Qualifications

• Information Technology knowledge
• Minimum of one (1) year of technical support experience
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
• Experience supporting end users in a help desk role preferred
• Hands on experience with Microsoft 365, Exchange, and Active Directory
• Ability to work independently as well as collaboratively within a team
• Hands-on experience with PC hardware repair and peripheral device support
• Strong customer service orientation with the ability to manage multiple tasks and adapt quickly to change
• Excellent analytical, problem solving, and communication skills
• Ability to troubleshoot medium complexity software issues
• Must be able to work quickly with a high degree of accuracy with cross-functional teams

Preferred Qualifications

• Experience with ServiceNow preferred
• IT Certification(s) is a plus

Physical Demands

• Must be able to sit and stand for extended periods of time
• May need to lift items up to 50lbs
• Occasional travel and overtime may be required

Required Clearances and Screenings

• This position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk sensitivity. Candidates with current Veterans Affairs (VA) Tier 2/Moderate Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred