Customer Support Representative

Qwaltec Inc. • Patrick AFB, FL

1d

About The Position

Respond to user questions and inquiries via telephone, email, web and other communication methods. Enter, assign and track service requests in the on-line work-order system. Refer service issues to IT management. Provide technical advice to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software. Provide professional, courteous, prompt and accurate support and solutions to users. Communicate, analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support. Properly document problem ticket into on-line Help Desk System. Work closely with other IT staff to acquire additional technical and nontechnical knowledge. Assist other IT technical staff in providing users feedback and user statistics. Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures. Update Help Desk knowledge base information. Follow up and communicate ticket information to users when appropriate. Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators. Assist in the operations of enterprise systems as needed. Perform Help Desk Technician I duties. Perform other related duties as required.

Requirements

• High School Diploma or GED
• At least one (1) year of experience performing help desk or IT functions performing help desk/operations functions or an accredited College Credit Certificate (CCC) program specifically designed for IT support and/or administration.
• Requires DoD 8140 certifications: A+, Net+, Security+ or be able to obtain and maintain these certifications within 6 months of employment.
• Must be able to obtain and maintain a DoD Secret Security Clearance, which includes U.S. citizenship or U.S.
• Valid U.S. Driver’s License required
• Ability to stand, walk, stoop, kneel, crouch, and squat to resolve system issues
• Ability to lift, push and pull up to 50 pounds
• Ability to work well in a team environment
• Experience in troubleshooting PC software and hardware.
• Experience in working with non-technical users.
• Ability to develop and work from a personal task list
• Good verbal and written communication and organizational skills
• Self-motivated, self-starter, ability to multi-task
• Ability to function in a dynamic environment with changing requirements and priorities

Nice To Haves

• Associate’s Degree in computer science, computer information systems or a related field preferred

Responsibilities

• Respond to user questions and inquiries via telephone, email, web and other communication methods.
• Enter, assign and track service requests in the on-line work-order system.
• Refer service issues to IT management.
• Provide technical advice to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Provide professional, courteous, prompt and accurate support and solutions to users.
• Communicate, analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support.
• Properly document problem ticket into on-line Help Desk System.
• Work closely with other IT staff to acquire additional technical and nontechnical knowledge.
• Assist other IT technical staff in providing users feedback and user statistics.
• Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Update Help Desk knowledge base information.
• Follow up and communicate ticket information to users when appropriate.
• Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Assist in the operations of enterprise systems as needed.
• Perform Help Desk Technician I duties.
• Perform other related duties as required.

What This Job Offers

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