What are the responsibilities and job description for the Customer Service Technician position at Client First Technologies?
Overview
Client First Technologies currently is seeking a Customer Service Technician with experience providing technical support to enterprise users of computer applications and systems. The Customer Service Technician will utilize their troubleshooting skills to help end users resolve their issues, including coordinating Tier III escalation as appropriate.
This is a full-time, on-site position located at the client site in Washington, DC. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.
Responsibilities
- Perform first call resolutions for common issues, customer training, and advanced (equivalent to Tier II support) troubleshooting and support
- Record tickets and maintain ticket status in ServiceNow
- Analyze software and business applications; troubleshoot issues
- Follow up with customers ensuring their issues and requests are resolved
- Work cooperatively and independently to research and document issues and solutions
- Work collaboratively with multiple enterprise teams to provide complete support to the end user
- Walk customer through problem-solving process
Qualifications
- High school diploma or equivalent
- Minimum of 2 years of technical support experience
- Ability to troubleshoot medium complexity software issues
- Experience with ServiceNow preferred
- Experience supporting end users in a help desk role preferred
- High-level communication skills
- Experience with Microsoft Office
- Must be able to work quickly with a high degree of accuracy with cross-functional teams
Physical Demands
- Must be able to sit and stand for extended periods of time
- May need to lift items up to 50lbs
- Occasional travel and overtime may be required
Required Clearances and Screenings
- This position is subject to a government background investigation and must meet eligibility for a position designated with a Tier 4 background investigation (BI). A current Tier 4 BI (or equivalent) is preferred.
COVID-19 Protocols: As a Federal contractor, CFT is required to comply with COVID-19 protocols applicable to the agency, facility, and location. All COVID-19 requirements are in line with government policies and CDC guidance applicable at the time.
CFT is a proud equal opportunity employer. All qualified applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Discrimination and harassment are not tolerated.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Shift:
- Day shift
Experience:
- technical support: 2 years (Required)
- network/system administration: 2 years (Required)
Work Location: In person
