What are the responsibilities and job description for the IT Support Specialist position at Procession Systems?
Job Description
OVERVIEW :
The selected candidate will provide detailed call / problem documentation of reported incidents utilizing Change, Asset and Problem Reporting in the ticketing system. Problem reporting in the ticketing system is required in both real-time voice and emergency notifications. The candidate will identify and report on a wide variety of hardware, software, mainframe access and print problem determination / escalation. Additionally, the individual will dispatch all vendor hardware tickets as established by previously defined priority levels.
GENERAL DUTIES :
Provide detailed call / problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS).
Issue problem reporting in the CAPRS is required in both real-time voice and emergency notifications.
Identify and report on a wide variety of hardware, software, mainframe access and print problem determination / escalation.
Initiate dispatch on all vendor hardware tickets as established by previously defined priority levels.
Required Skills
REQUIRED QUALIFICATIONS :
High School or equivalent
Minimum 1 year Call Center Experience
Active Comp TIA A or HDI-CSR Certification
Minimum 1-year Windows Operating System workstation / server experience
Minimum 1-year Microsoft Systems Management Server (SMS) 2.0 experience
Minimum 1-year Microsoft Exchange / Outlook client / server applications experience
Minimum 1-year TCP / IP
Minimum 1-year High-speed Backbone Network Service (VBNS) experience
Multi-Protocol Label Switching (MPLS)
Minimum VoIP and Cisco routers
The candidate will also be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents within 2-4 weeks of joining the company.
Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. We will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).
In compliance with Executive Order 14042, any successful applicant for this position must be fully vaccinated against COVID-19 or obtain an accommodation from the vaccination requirement based on disability or sincerely held religious belief, on or before the start date.
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