What are the responsibilities and job description for the IS&T Service Center Technician position at Smart Synergies?
Performs moderately complex assignments that require initiative and independent judgment in the selection and use of established principles and procedures. Performs a range of work activities in a wide variety of contexts. Plans, schedules and monitors own work within a limited time horizon, using applicable methods, procedures, tools, equipment and standards effectively with only occasional reference to others. Responds to customers' needs, questions and concerns in an accurate, effective and timely manner and expedites corrective actions. Works with client to define timeframe requirements. Performs specific tasks while utilizing established information technology standards and methods, including :
- Field customer questions and service requests via calls, voicemail, email, and walk-ins.
- Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists.
- Provide instruction to peers or customers as needed.
- Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools.
- Escalate support issues to appropriate department IT manager.
- Assist with operation of loaner equipment library.
- Provides end user support in a fast paced, technically challenging IT environment.
- Works at both a construction site and an office environment.
- Installs and upgrades software and performs regular maintenance on personal computers and printers.
- Documents support and diagnostic activities and accurately resolves and closes assigned trouble tickets by following customer support standards and procedures.
- Actively manages customer expectations through effective communications. Makes frequent contact with end users and customers to resolve problems and issues relating to information technology.
- Works collaboratively to assist other Service Center and Deskside Support team members, ensuring team performance goals are met.
- Spearhead service improvement initiatives, as requested by management.
Basic Qualifications :
BA / BS in Computer Science, Information Technology or related field from an accredited college or university, in lieu of a degree, 6 years of progressive, related experience.
US Citizenship Required
Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education.
Must be able to obtain a Department of Energy badge for access to the Hanford Site.
Minimum Qualifications :
Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education.
Must be able to obtain a Department of Energy badge for access to the Hanford Site.
Experience in an IT Call Center troubleshooting user issues remotely.
Strong workstation hardware and software problem solving skills.
Diplomatic skills in end user communication. Handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear & concise reports.
Attention to quality, including accurate documentation of work completed.
Must be able to work productively with little supervision.
Must be able to physically move computers and associated hardware.
Related experience includes but is not limited to :
Windows workstation hardware and software
Workstation imaging techniques and software
MS Office and Internet Explorer
Networking
Infrastructure systems architecture concepts, configurations and standards.
Preferred Qualifications :
Experience with automated call center software and multi-line phone systems.
Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc.
Relevant IT certification preferable, such as A , Network or MCP
