Customer Service Technician

Functional Description:
Provides assistance and training to the user community regarding use of computer terminals, minicomputers and/or microcomputers operation and user-friendly software packages. Responds to technical assistance problems from users and advises on solutions to communications and operations-related problems or refers users to higher level technicians. Quickly troubleshoot and diagnose PC hardware and software issues over the phone and resolve or escalate when necessary to minimize end user downtime, increase productivity, and provide a world class customer experience. Maintains records of contacts with users. Assists in the preparation and maintenance of user handbooks in training the user community. Participates as a member of a team or work group in the analysis of policy, planning or problem issues that affect the applicable agency.
Gain a thorough understanding of the Government environment, unique needs and applications, to be able to troubleshoot and address PC hardware and software issues in a timely fashion.
Research, provide and document accurate solutions to user problems.
Create a ticket and document customer issues thoroughly.
Troubleshoot, document, prioritize, and escalate help desk tickets as required within the specified timeframe.
Bring reoccurring user issues and solutions to management's attention.
Acquire and maintain a highly competent level of knowledge on relevant products, current support policies, and methods of support delivery.
Keep track of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
Provide technical Remote Support to end users and resolve/escalate within the 4 hour SLA.
Utilize the Knowledge base for issue resolution.
Ability to provide superior customer service for the duration of a phone call.
Approachable while creating an environment that fosters empowerment, relationship building and thinking out of the box.
Minimum Education: AA/AS in a related field.
Minimum General Experience: Two (2) years' work experience with a minimum of one (1) year in the computer field.
Certifications Required: A+, HDI or Microsoft Certifications or working towards certification with completion within 6 months of employment

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