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Mid-Level Customer Service Technician/Tier 2 Help Desk Equivalent

Functional Description: The Mid-Level Customer Service Technicians will work in a variety of roles including Major Incidents, Telework Support, and more. They will isolate and advise users on services and technical assistance available and coordinates the provision of such assistance. Provides advanced technical and configuration support for microcomputer hardware, networks, account administration, and office automation for a large user community via the telephone, as appropriate. Identifies causes of job failures and provides consultation with regard to problem resolution. Maintains records of all contacts with members of the user community, specifically the nature of the contact, the resolution of the problem, personnel involved and such other details as necessary to identify the types of problems encountered and the resolution of problems. Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems. Develops or provides support for the development of guidance and training materials and updates. Implements developmental assignments covering studies and analysis of customer concerns and problems of a limited nature or participates as a member of a team or work group in the analysis of broad policy, planning or problem issues that affect the user community. Supervises Junior level help desk personnel. Multiple first and second shift openings.
Minimum Education: BA/BS in a related field.
Minimum General Experience:
Four (4) years of work experience in the computer field, with a minimum of two (2) years in the help-desk area.
Must be experienced with trouble-shooting and supporting 1 or more of the following operating systems (i.e. Windows NT/2000/XP/Vista) and mainstream /Commercial-Off-The-Shelf (COTS) as well as demonstrate troubleshooting skills for proprietary hardware/software in government contracting office preferred.
Required Certifications: Holds at least 1; A+, Help Desk HDI certification, or Microsoft MCP certified or equivalent
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. Systems Integration, Inc. seeks applicants to stand up an IT Contact Center to support the Department of Commerce.


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