Customer Support Representative at Qwaltec Inc.

Patrick AFB, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

16 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Hardware Support, Software Support, Ticket Management, User Account Administration, Customer Service, Communication Skills, Organizational Skills, Multi-tasking

Industry

Space Research and Technology

Description

Description Respond to user questions and inquiries via telephone, email, web and other communication methods. Enter, assign and track service requests in the on-line work-order system. Refer service issues to IT management. Provide technical advice to solve the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software. Provide professional, courteous, prompt and accurate support and solutions to users. Communicate analyze and assist the customer in troubleshooting routine user problems and provide proper solutions and/or remedies or elevate to the next level of support. Properly document problem ticket into on-line Help Desk System. Work closely with other IT staff to acquire additional technical and nontechnical knowledge. Assist other IT technical staff in providing users feedback and user statistics. Establish priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures. Update Help Desk knowledge base information. Follow up and communicate ticket information to users when appropriate. Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators. Assist in the operations of enterprise systems as needed Perform Help Desk Technician I duties. Perform other related duties as required. Requirements High School Diploma or GED Associate’s Degree in computer science, computer information systems or a related field preferred At least one (1) year of experience performing help desk or IT functions performing help desk/operations functions or an accredited College Credit Certificate (CCC) program specifically designed for IT support and/or administration. Requires DoD 8140 certifications: A+, Net+, Security+ or be able to obtain and maintain these certifications within 6 months of employment. Must be able to obtain and maintain a DoD Secret Security Clearance, which includes U.S. citizenship or U.S. Other Qualifications: Valid U.S. Driver’s License required Ability to stand, walk, stoop, kneel, crouch, and squat to resolve system issues Ability to lift, push and pull up to 50 pounds Ability to work well in a team environment Experience in troubleshooting PC software and hardware. Experience in working with non-technical users. Ability to develop and work from a personal task list Good verbal and written communication and organizational skills Self-motivated, self-starter, ability to multi-task Ability to function in a dynamic environment with changing requirements and priorities

Responsibilities

Provide technical support to users via various communication channels and manage service requests through an online work-order system. Responsibilities include troubleshooting hardware and software issues, administering user accounts, and maintaining the Help Desk knowledge base.