What are the responsibilities and job description for the Desktop Technical Customer Support 2 position at First Tek?
POSITION RESPONSIBILITIES
Note : All official drafts, documents, and recommendations, as listed below, must be reviewed, finalized, and approved / accepted by appropriate BPA manager or other federal personnel with the authority to do so.
Field telephone calls, voicemails, and emails from BPA clients or other IT technicians.
Resolve or refer IT issues, track issues using a central incident management application.
Troubleshoot calls to the support desk and start the resolution process, bringing in other subject matter experts as required.
Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
Build client facing content in the self-service application (asset portal) with BPA manager oversight and approval.
Perform asset request fulfillment as required by following the Approved Software List (ASL) guidance, process, and criteria; verify license availability as well as compliance.
Track software licenses vi Software Asset Management (SAM) tool and internal processes.
Identify out of compliance software licensing.
Identify under-utilized and excess software titles.
Track license maintenance and renewal timelines to prevent lapses in support. Alert BPA manager of any lapses.
Identify End of Life (EOL) software titles for retirement and provide recommendations.
Input and maintain all software procurement data for contract and cost analysis.
Document and adhere to all existing processes, best practices, procedures, and work instructions. All documents must be reviewed and approved by BPA manager.
Communicate technical, process, or licensing info to IT staff members as needed.
Diagnose IT client operating system or server system and product issues and provide resolution when possible.
Follow complex procedures and explain technical solutions to a wide range of clients.
Update and maintain the Approved Software List (ASL) :
Work with other IT support groups to ensure accuracy of data.
Track progress of new software through the software evaluation process.
Recommend updates or changes to the process based on usage and feedback from clients.
Provide guidance to clients and other IT staff regarding the ASL process.
Organize work with a focus on client satisfaction and follow through.
REQUIREMENTS
Education & Corresponding Experience (required on matrix)
A bachelor's degree in computer science, information technology, or directly related field is preferred.
5 years of experience is required with an applicable bachelor's degree.
9 years of experience is required without a degree or applicable degree.
Experience should be in computer or information technology or a directly related field.
Required Technical Skills & Experience (required on matrix)
4 years of experience using software key codes to perform installations.
4 years of experience with software licensing concepts and practices.
Knowledge of and skill in applying :
Microsoft Windows 7 and / or Windows 8.
Desktop / laptop hardware, configuration and troubleshooting.
Desktop application deployment and configuration.
Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with information technology.
Preferred Skills & Experience (optional on matrix)
Certified Software Asset Manager (CSAM).
Additional Requirements (not required on matrix)
Valid U.S. Driver's License is required.
