IS&T Service Center Technician

No per diem offered

US Citizenship Required

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.