Technical Support Specialist
SDL
CloudSQL
Desktop Support Technician I
Empower AI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Performs a variety of clerical and administrative duties related to the Virtual Service team and refresh projects.
- Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
- Assist users with data transfer of laptops and mobile devices.
- Attend all scheduled appointments with users to assist with data transfers.
- Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
Requirements
- Public Trust Clearance by start date.
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Applies fundamental concepts, processes, practices, and procedures on technical assignments.
- Performs work that requires practical experience and training. Work is performed under supervision.
- Provide technical assistance to computer users.
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- May provide assistance concerning the use of computer hardware and software, including printing and installations.
- Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
- Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
trouble ticket resolutiondata transfertechnical supporthardware installationsoftware installationproblem analysisnetwork connectivityMS Windows desktop applicationssmartphone supportemail support
Soft skills
communicationcustomer interactionindependent worksupervisionfeedback provisionproblem-solvingcollaborationtime managementadaptabilityeffective communication
Certifications
Public Trust ClearanceITILv4 Foundation Certification
