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Sr. Customer Service Technicians - Workforce Management

Functional Description:
General Tier 1 task, working with various groups (APR, ISAS, DFS, and Help Desk Account Management) for the quick resolution to various problems also resolve tickets that are placed by other techs at the help desk.
Workforce Management Positions include Management Information Systems (MIS) Report Lead, and support
Assist new technicians, providing backup dispatcher support, and backup VPN tech support.
Receive and take high volume of calls daily
Create tickets in Remedy
Provide Tier II Help Desk support to end users (password resets, work orders, troubleshooting) either remotely (DameWare, Remote Desktop Connection, Remote Administrator v2.2) or desk side.
Support over 10,000 users for government agency
Troubleshoot, document, and or resolve technical issues surrounding Windows 2000 Professional/XP, MS Office 2003, e-mail, Internet connections, and hardware/peripherals.
Administrate various applications for new hire, password resets, network access removal
Minimum Education: BA/BS in a related field.
Minimum Work Experience: Minimum of six (6) years of work experience in the computer field, with a minimum of three (3) years in the help-desk area, and two (2) years at the senior level position.
Required Certifications: Holds 1 or more A+, Help Desk HDI Certification, Microsoft MCP certified or equivalent
Salaries vary based on levels of experience, education and certifications.


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