Key skills
IT supportHelp desk ticketing systemsWindows 10Microsoft Office Suite 365Microsoft TeamsHardware installationSoftware installationTroubleshooting hardware and softwareProcess and procedure creationVA ClearanceRemote Work
About this role
HigherEchelon, Inc. is a service-disabled veteran-owned small business focused on organizational performance consulting. They are seeking a highly motivated Customer Service Engineer to assist end-users with computing systems and troubleshoot issues, ensuring excellent customer service and efficient ticket resolution.
Responsibilities:
- Provide excellent customer service experience
- Ability to work in a team environment
- Provide technical assistance with computer software
- Perform both Hardware and software installation, configurations, and updates
- Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
- Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
- Ability to multi-task
- Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
- Troubleshooting of basic IT services as needed and assisting customers with reported issues
- Daily use of ticketing system
- Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
- Responsible for all assigned trouble tickets from creation to resolution
Requirements:
- Experience providing IT support to end-user communities in a hybrid on site & remote work environment
- Excellent customer service and communications skills required
- Experience with Windows 10 and MS Office Suite including Microsoft Teams
- Customer Service Skills
- Ability to take initiative
- Excellent attention to detail
- Ability to learn quickly
- Demonstrable troubleshooting and problem resolution skills for hardware and software
- Creating and updating processes and procedures
- Must be able to obtain a VA Clearance
- Experience working with help or service desk trouble ticket reporting systems preferred
- Experience providing services to the federal government and/or the Dept. of Veterans Affairs is preferred
- Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred. (8-years of relevant experience may be substituted for education)