Customer Service Technician

Planned Systems International, Inc. • Bossier City, LA

7d • Hybrid

About The Position

ProSphere (PST), a Planned Systems International (PSI) company, is hiring several Customer Service Technicians to provide Tier 1 support to end users who need help with computing systems, software, peripherals, and other devices. Technicians assist users in applying existing manuals and interpreting non-scripted or automated system responses to resolve Tier 1 trouble tickets. They interact effectively with users and refer ongoing or unresolved issues to the appropriate Tier 2 technical, analysis, assurance, or engineering support team. The role involves working as part of an integrated team of Government and contractor personnel on a nationwide level. These are full-time positions in Bossier City, Louisiana. Candidates must be U.S. citizens and live within one hour of the facility. The position requires onsite work at least three times per week and the ability to obtain and maintain a VA/OPM public-trust clearance.

Requirements

• Must be a U.S. citizen.
• Must live within one hour of the facility at 6310 E Texas St, Bossier City, LA 71111.
• Must work onsite at least three times per week.
• Must be able to obtain and maintain a public-trust clearance conducted by the Department of Veterans Affairs and the Office of Personnel Management.
• Minimum high school diploma.
• Excellent customer-service and communication skills.
• Demonstrable troubleshooting and problem-resolution skills for desktop and laptop computers.
• Must be able to work overtime on occasion.
• Must be able to sit at a workstation for long periods.

Nice To Haves

• Technical certifications are strongly desired.
• Experience providing IT support to end-user communities is preferred but not required.
• Experience providing services to the federal government and/or the VA.

Responsibilities

• Provide routine IT customer support for computing systems, printers, and other peripherals.
• Analyze and report daily on ticket resolution against an established weekly ticket-closure rate.
• Troubleshoot basic IT services and assist customers with reported issues.
• Use an automated ticketing system daily.
• Handle a wide range of hardware and network technology issues in a high-volume, fast-paced environment.
• Manage assigned trouble tickets from creation through resolution.
• Refer ongoing or unresolved issues to appropriate Tier 2 technical, analysis, assurance, or engineering support teams.

Benefits

• Paid leave.
• Employer-sponsored group medical, dental, and vision insurance options.
• Short-term and long-term disability insurance.
• Life insurance and AD&D coverage.
• Legal services, identity theft, and accident insurance options.
• Flexible spending account and health savings account options for qualified expenses.
• Company-sponsored 401(k) retirement plan with an immediately vested employer contribution match.
• Professional courses and certifications.
• Tuition reimbursement programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED