What are the responsibilities and job description for the Technical Support Specialist position at Planned Systems International, Inc.?
Overview:
The Technical Support Specialist will provide exceptional customer service and technical support to employees and subcontractors. This role involves troubleshooting hardware and software issues, assisting with account-related problems, and ensuring the smooth deployment and operation of Government Furnished Equipment (GFE). The specialist will work directly with customers through various communication channels to resolve issues and maintain a secure and efficient IT environment.
Essential Functions and Job Responsibilities:
Company Benefits:
Advanced Technologies & Laboratories (ATL), a Planned Systems International (PSI) company, is hiring a Technical Support Specialist for a position at the Department of Energy (DOE) Y-12 Plant.
The Technical Support Specialist will provide exceptional customer service and technical support to employees and subcontractors. This role involves troubleshooting hardware and software issues, assisting with account-related problems, and ensuring the smooth deployment and operation of Government Furnished Equipment (GFE). The specialist will work directly with customers through various communication channels to resolve issues and maintain a secure and efficient IT environment.
- Customer Service: Deliver exceptional customer service at the Information Solutions and Services (IS&S) Walk-Up desk, assisting employees and subcontractors with troubleshooting, account-related issues, encryption, and deployment of Government Furnished Equipment (GFE).
- Direct Customer Interaction: Work directly with customers via phone, email, chat sessions, remote connection, or in person.
- Issue Resolution: Provide resolutions to customer issues/requests and properly escalate unresolved queries to the next level of support.
- Documentation: Utilize service management tools to document work notes and updates.
- Follow-Up: Follow up with customers, provide feedback, and see problems/requests through to resolution.
- Knowledge Maintenance: Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.
- Technical Expertise: Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer-reported issues.
- Installation and Configuration: Install and configure approved software and hardware.
- User Coaching: Coach end users on tools and equipment usage.
- Troubleshooting: Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through coursework, Internet research, contacting vendor support, and work experience.
- Mobile Device Support: Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.
- Desktop Support: Setup, configure, and troubleshoot desktops within New Hope Center building.
- Communication Skills: Strong customer service and interpersonal communication skills.
- Associates degree with limited experience or high school diploma with 1 to 4 years of experience.
- Technical Experience: Experience troubleshooting and supporting hardware and software.
- Communication: Ability to convey information accurately and effectively in both written and oral form.
- Time Management: Effective time management skills to handle multiple incidents and/or tasks at once.
- Service Management: Experience with ServiceNow incident and task management.
- Technical Environment: Able to work technically in a demanding fast-paced environment.
- Technical Communication: Able to concisely and accurately describe technical details to customers.
- Decision Making: Quick decision making when assessing a solution to a problem that is creating business or production delays.
- Troubleshooting Skills: Well-developed IT troubleshooting skills and customer service.
- Additional Knowledge: Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.
- Active Directory: Experience with Active Directory for creating, modifying, disabling accounts, enabling, and moving.
- Office 365 and Exchange: Experience with Office 365 and Exchange Administration.
- Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor’s degree in related discipline with 1 year of experience
Professional Certifications
- Certifications: A certified a plus
- CompTIA certified a plus
Company Benefits:
PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.
EEO Commitment:
It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.
Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.
Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.
