Resolve basic issues remotely by phone and email support that have been reported by the customer.
Upon completing additional training, you will move to resolve more complex issues.
Provide comprehensive Phone and Email Support for the efficient resolution of incidents & requests for end-users.
Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
Resolve more complex hardware & software problems utilizing this additional training & expertise.
Appropriately document all required information into the ticketing system & the knowledgebase.
Efficiently & accurately identify the customer’s specific information.
Resolve issues as appropriate on the first point of contact or within the appropriate timeline.
Meet required productivity expectations, including Service Center metrics.
Route & Dispatch the service request, incident or change request to the appropriate IT support group or next level Tech, for resolution.
Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
Possess the capacity to work independently & effectively while maintaining positive productivity levels.
Maintain a positive relationship with fellow peers, cross functional teams & leadership.

High School Diploma or equivalent.
Ability to type 35 WPM.
Ability to obtain and maintain a Public Trust Clearance.
All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.
Demonstrated experience with Mac and Windows Operating Systems and hardware.
1-2 plus year(s) of PC support, diagnostic/troubleshooting, & repair experience is desired.
Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications.
Associates Degree or Bachelor’s Degree in Information Technology or related discipline.
Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
ITIL v4 Foundations Certification.

PC Support Technician

Key skills