IT Customer Service Technician
ICF International - Martinsville, VA

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Consolidated Business Operations and Support Services
Martinsville, VA

About ICF International

If you want to work on the leading issues of the day, if you want your work to reflect your passion in life, if you truly want to make the world a better place, then you want to work at ICF International.

Whether ensuring efficient use of energy resources, protecting the environment for generations to come, supporting cancer and HIV/AIDS patients and returning veterans, keeping young people in school and educators informed, delivering results in emergency preparedness, or breaking ground in any number of today’s issues, ICF works in the topics that lead the news.

We have a passionate commitment to our work and to helping our clients achieve their objectives. We combine technical expertise with world-class analytics. We provide room for entrepreneurial thinking and grass-roots innovation to achieve compelling results for both our clients’ projects and our own company. All our work is done in a professional, collegial, and intellectual environment that allows individuals the latitude they need to perform work that parallels their passions.

Our website is

http://www.icfi.com/ .
Job Description:

As an IT Support Technician in our Martinsville, VA Operation Center, you will provide analysis and technical service desk support for the end user community. You will interface with multiple levels of end-users, leadership, and technical staff delivering “Best of Service” support. While keeping a high level of customer service as a top priority, you will have the opportunity to stretch your technical capabilities through the use of cutting edge technologies from leading solution providers. This position provides an excellent opportunity to learn and master technologies that cover the full spectrum of IT services.

Key Responsibilities:
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Provide customer support for COTS, corporate, and custom applications, hardware, network, storage, voice and security
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Manage and maintain corporate applications and server environments
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Process customer requests and automate to the extent possible
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Monitor alerts across the environment and coordinate resolution of actionable alerts
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Coordinate projects and support with other IT service towers, such as Network, Security, Server Management, Applications and Telecommunications
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Documentation of knowledge base articles and procedures, participate in blogs and wikis, and encourage the use of social media to improve customer experience
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Maintain and update service management system including asset management
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Provide telecommunications support in a converged voice and data environment
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Provide management reports and trend analyses to IT Management
Basic :
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3+ years of professional experience in a related role in a fast-paced environment
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A minimum of one Microsoft certification (e.g. MCSE, MCP, MCSA) is required
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Associate’s Degree in Computer Science, Information Systems or related field
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Willingness to work in rotating schedules (e.g. early morning, mid-shift, night and graveyard shifts)
Preferred Skills/Experience:
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Bachelor’s Degree in Computer Science, Information Systems or related field
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Experience with Microsoft Systems Center and other Microsoft products/packages such as the Forefront Suite, SQL Server, Hyper V, SharePoint, Exchange, Unified Messaging, Lync and Office products
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PowerShell scripting knowledge
Professional Skills:
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Strong analytical, problem-solving and decision-making capabilities
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Team player with the ability to work in a fast-paced environment
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Sound business ethics, including the protection of proprietary and confidential information
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Excellent communication skills, both oral and written
ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.
ICF International is an Equal Opportunity and Affirmative Action Employer - M/F/D/V
For a listing of other career opportunities at ICF, please visit our Career Center at www.icfi.com/careers/

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ICF International (NASDAQ:ICFI) provides professional services and technology solutions that deliver beneficial impact in areas critical to...