Technical Customer Support Technician
Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applications/systems.
Provides end-user software troubleshooting and support to USPTO internal and external users/customers.
Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.
Provides troubleshooting and support for over 200 customized applications supporting over 10; 000 users.
Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.
Provides help-desk and email support for local and off-site users.
Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting USPTO users.
Installs; configures; and upgrades computer hardware and software; as needed.
Participates in special projects; as needed.
Associates Degree in a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.
1-3 YEARS of directly related experience supporting HELP DESK operations; preferably supporting a large-scale government customer. Experience providing technical support for microcomputer hardware; networks; account administration; and office automation software via telephone; as appropriate.
Must possess basic skills to support configuration and troubleshooting of MS Windows 7.
Candidate must be able to obtain Public Trust.
Candidate must successfully pass a background investigation; including a check of any criminal activity over the past 10 years; and a credit check of any financial issues over the past seven years to continue employment.