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Customer Service Technician
Ref No.: 17-00025
Location: Tuscaloosa, Alabama
Position Type:Full Time/Contract
Experience Level: 3 Years
Customer Service Technician
Location: Tuscaloosa, AL

Who May Apply: US Citizen or Green Card; This employer participates in the e-Verify program.
Security Clearance: MBI - Moderate Background Investigation
Classification: Exempt

Overview:
This project is focused on proving on-site desktop operations support for personal computers, laptop computers, associated peripherals and mobile device support for eight (8) field locations and two (2) program office locations. The desktop support will include installing software, installing new equipment, supporting all types of peripheral devices connected to personal computers. This project will also oversee setting up hardware and loading software to support meetings and training classes at all locations.  

Responsibilities:
The primary responsibilities of the Customer Service Technician include but are not limited to the following:
  • Quickly respond to end-user requests using the existing manuals and scripted responses.
  • Providing Tier 1 support to the Customer and if issues need to be escalated to the next level of engineering support.
  • Track and document issues in customer service tracking tools.
Required Skills and Experience:
  • High school diploma or GED, AND  
  • 2 yrs. of experience providing Tier 1 support to include desktop support, mobile device support, air cards and remote desktop (CAG) support. 
  • 2 yrs. of experience with defect tracking and utilizing customer service tracking tools.
  • Good working knowledge and understanding with various peripheral devices such as tape drives, monitors, compact disk read only memory (CD-ROM), all types of printers as well as other devices that connect to PCs.
  • Good working knowledge and understanding of MS Exchange Server, Domain Name System (DNS), Windows Internet Name Service (WINS), Local Area Network/Wide Area Network (LAN/WAN) switching and routers.
  • Experience providing mobile device support (iPhones).
  • Experience providing desktop support of a Citrix Access Gateway (CAG) remote desktop environment.
  • Excellent verbal and written English communication skills.
Desired/Preferred Skills and Experience:
  • Government agency contracting; prefer Veterans Affairs (VHA/VBA).
Travel Requirements:
  • None