What are the responsibilities and job description for the Technical Support Specialist I position at The Excalibur Group?
The Excalibur Group is currently seeking Technical Support Specialist I in Dulles, VA to support a government contract.
**Must be a U.S. Citizen, possess good-excellent credit and will be subject to a background/credit screen prior to employment.
DUTIES/RESPONSIBILITIES
Required Qualifications:
Must be able to work ANY of the following shifts:
3 month contract
PAY
If interested in this opportunity, please apply on our website by visiting https://theexcaliburgroup.com/careers/.
Preference will be given to all qualified applicants who live in a federally certified HUBZone.
**The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**
**Must be a U.S. Citizen, possess good-excellent credit and will be subject to a background/credit screen prior to employment.
DUTIES/RESPONSIBILITIES
- Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems.
- Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
- Performs related duties.
- Responds to IT related service requests (user problems, incidents, issues, requests and queries).
- Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).
- Assesses the problem; works with users to troubleshoot the nature of reported problem.
- Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority.
- May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution.
- May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow.
- Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.
- Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
- Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.
- Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
- Performs other duties as assigned. Nothing in this job description restricts MWAA’s right to assign or reassign duties and responsibilities to this job at any time.
Required Qualifications:
- A high school diploma, a certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.
- At least one year of IT support or ServiceNow experience.
- Associate’s Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).
Must be able to work ANY of the following shifts:
- Monday through Friday, 8:00 am – 4:30 pm OR
- Monday through Friday, 2:00 pm – 10:30 pm OR
- Monday through Friday, 10am – 6:30 pm OR
- Sunday through Wednesday, 10:00 pm – 8:30 am (4 days x 10 hours days with 30-minutes for lunch) OR
- Wednesday through Saturday, 10:00 pm –8:30 am (4 days x 10 hours days with 30-minutes for lunch)
3 month contract
PAY
- $22/hour
If interested in this opportunity, please apply on our website by visiting https://theexcaliburgroup.com/careers/.
Preference will be given to all qualified applicants who live in a federally certified HUBZone.
**The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**
Salary : $22
