FUNCTIONS AND RESPONSIBILITIES:
- Perform specific tasks while utilizing established information technology standards and methods including:
• Field customer questions and service requests via calls, voicemail, email, and walk-ins
• Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists
• Provide instruction to peers or customers as needed
• Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools
• Escalate support issues to appropriate department IT manager
• Assist with operation of loaner equipment library
• Provide end user support in a fast paced, technically challenging IT environment
• Work at both a construction site and in an office environment
• Install and upgrade software and perform regular maintenance on personal computers and printers
• Document support and diagnostic activities and accurately resolve and close assigned trouble tickets by following customer support standards and procedures
• Actively manage customer expectations through effective communications - make frequent contact with end users and customers to resolve problems and issues relating to information technology
• Work collaboratively to assist other Service Center and Deskside Support team members ensuring team performance goals are met
• Spearhead service improvement initiatives as requested by management
REQUIRED SKILLS AND EXPERIENCE:
- Minimum of a bachelor’s degree in Computer Science, Information Technology or related field from an accredited college or university, OR, in lieu of a degree, minimum of 6 years of progressive and related professional experience
- Due to the requirements of federal government contracts contractors must possess the legal right to work and remain in the United States without sponsorship
- Ability to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check including verification of employment and educational history
- Ability to obtain and maintain a Department of Energy badge for access to the work site
- Proven experience in an IT Call Center troubleshooting user issues remotely
- Strong workstation hardware and software problem solving skills
- Diplomatic skills in end user communication (handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear and concise reports)
- Demonstrated attention to quality including accurate documentation of completed work
- Demonstrated ability to work productively with little supervision
- Ability to physically move computers and associated hardware when necessary
- Related experience includes but is not limited to: Windows workstation hardware and software; workstation imaging techniques and software; Microsoft Office and Internet Explorer; networking; infrastructure systems architecture concepts, configurations and standards
DESIRED SKILLS AND EXPERIENCE:
- Experience with automated call center software and multi-line phone systems
- Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc.
- Relevant IT certification(s) such as A+, Network+, or MCP
Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry with over 35 years of experience investing in people and companies.
** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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