Remote Support Technician - ClearanceJobs : Job Details

Mid Level Career (5+ yrs experience) $150,000 and above No Traveling Full Scope Polygraph IT - Software McLean, VA (On/Off-Site)

Shift: Monday - Friday 9:30AM - 6:00PM

Responsibilities include, but are not limited to:

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands
• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier 3 support
• Providing basic user training in support of off-the-shelf applications and office products
• Performing remote desktop triage and system repair using remote tools
• Maintaining and updating records and tracking databases
• Answering questions regarding system procedures, online transactions, systems status, and downtime procedures
• Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems
• Using best practices and knowledge of internal or external business issues to improve products or services
• Meeting contractual performance criteria
• Special non-commercial systems administrator activities (access management/file transfer) may be required

Basic Qualifications:

• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
• Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
• Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
• Ability to embrace diverse technical disciplines and excellent customer service skills
• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job
• Attention to detail, leadership, and collaborative and independent work process
• Demonstrated problem solving and technical skills to resolve critical IT issues.
• Expertise, training, and actual work experience with customer specific, systems and technologies.
• Must be a self-starter, work independently, and work with a clear and defined mission.
• Must demonstrate ability to thrive and succeed in a challenging environment.
• Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.
• Knowledge of Windows Active Directory
• Knowledge of multiple desktop programs, configuration and debugging techniques
• Experience with TCP/IP and general networking issues
• Experience with virus scanning services; Desktop, stand-alone and laptop computing services
• Experience with servers, printers, and peripheral devices