Responsibilities
- Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met.
- Troubleshoot the system problems & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework).
- If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
- Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
- Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
- Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
- Appropriately document all required information into the ticket tracking system.
- Ensure system is appropriately secured (case is locked, system password protected, etc.).
- Complete site specific, preventative maintenance checklist.
- If needed, escalate to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
- Make every attempt, to resolve service requests remotely.
- Partner with team members to communicate new solutions and assist other technicians when volume is low.
- Contribute to the knowledgebase (KB) through research of articles, training courses, on the job learning, etc.
- Participate in IT projects.
- Create & maintain knowledge.
- Exercise appropriate workflow & time management.
Requirements
- HS Diploma
- Minimum 1 year or more of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
- Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
- 6 months of customer help desk experience.
- Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
- Ability to type 35 WPM.
Nice to Have
- Experience in the current customer environment
- Associates Degree or bachelor’s degree in information technology, or related discipline.
- Experience with ServiceNow.
- Experience with KCS methodology.
- Any additional requirements determined by the Service Manager.
- Ability to type 50+ WPM
Work Arrangement
On-site — NM, CA, D.C., NV
Additional Information
- Must be able to obtain and maintain a DOE Q Security Clearance
- U.S. Citizenship is required
- Ability to type 35 WPM
- Ability to type 50+ WPM (preferred)
- Meet required productivity expectations, including Field Service Team metrics
- Meet or exceed all performance service level targets
- Other duties as assigned
