CSC is seeking a Help Desk Technician that has a strong customer service skills with a service desk/technical background. The job functions will be mostly on site support over the phone, troubleshooting general operating system problems, some basic software instructions (MSWord, Excel), and working within a remedy ticketing system owned by EEOC. The candidate would need to have or be able to obtain a Public Trust clearance.
Essential Job Functions:
Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
May provide leadership and work guidance to less experienced personnel.
High school diploma or G.E.D.
Two or more years of technical training
Four or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience working with company escalation policy
Interpersonal skills for interacting with team members and clients
Organization skills to balance and prioritize work
Analytical and problem solving skills
Leadership skills to mentor and provide guidance to less experienced personnel
Ability to work in a team environment
CSC is an Equal Opportunity Employer M/F/D/V
AppLabs - 13 months ago
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