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Senior Customer Support Desktop

Company: Compu-Vision Consulting Inc.
Location: Virginia Beach
Posted on: March 10, 2023

Job Description:

Position: Senior Customer Support Desktop
Location: Virginia Beach, VA 23456
Duration: 6 Months

Job Duties:

  • The client requires a Senior Customer Support Desktop specialist to supplement the Service Desk for a period of seven months.
  • The IT Service Desk provides a single point of contact for all information technology support issues reported by City members.
  • The primary mission for the IT Service Desk is to provide a rapid response to reports of service interruptions, outages, and requests received via multiple communications channels to include telephone, email, instant messaging, and self-service portal.

    Job functions/ Responsibilities:

    • Provide technical assistance and support for incoming queries and issues (i.e. phone calls, email, voicemail, walk-ins, and self-service tickets) related to computer systems, network, software, and hardware.
    • Monitor and maintain queues (phone, ticket, email, and voicemail) in accordance with team and individual performance objectives (Service Level Agreements/SLAs) for customer response and resolution times.
    • Respond to queries either in person or over the phone.
    • Write/edit technical articles and training materials to assist with process improvements, maintain work instructions/job aids, and procedural updates.
    • Train users utilizing approved technical articles/training materials approved for end-user education.
    • Monitor daily performance of computer systems utilizing SolarWinds and other pre-approved performance monitoring tools.
    • Respond to email messages from end users seeking help.
    • Ask questions to determine nature of the problem (triage with end users).
    • Walk end users through problem-solving processes: fully document problem steps taken within service ticket and produce related technical support documentation.
    • Install, modify, and repair computer hardware and software.
    • Run diagnostic program to resolve problems and interact with senior engineering staff for advance support issues
    • Run reports to determine malfunctions that continue to occur.
    • Participate in after-hours standby rotation as scheduled
    • Respond to clent inquiries concerning a variety of software products, documenting every customer inquiry and service request.
    • Provide Tier 2 resolution to incidents which impact system availability, functionality, or performance
    • Interpret, evaluate, and resolve/troubleshoot, Tier 2 inquiries pertaining to the functional operation of installed applications, hardware and software products using remote desktop and monitoring tools.
    • Assist subordinate Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.
    • Escalate/elevate complex and/or high priority incidents and service requests to the appropriate support groups for resolution.
    • Maintain technical information databases (knowledge base) used by the Service Desk
    • Manage specific individual projects as assigned.

      Minimum requirements:

      • Experience supporting Windows 10/11 operating system, Microsoft Office Suite 2013 and 2016/365, Active Directory, Exchange, and Microsoft System Center Configuration Manager (SCCM)
      • Experience with commercial off the shelf (COTS) ticketing systems ServiceNow

Keywords: Compu-Vision Consulting Inc., Virginia Beach , Senior Customer Support Desktop, Other , Virginia Beach, Virginia

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