Technical Customer Support Technician

Alexandria, VA

Posted: 07/10/2019 Employment Type: Contract Industry: IT Job Number: 229790

Technical Customer Support Technician


  • Technical Customer Support Technician is required for a contract position in Alexandria, VA.
  • 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.

 

Required Skills:


  • Must be able to obtain Public Trust.
  • Must possess basic skills to support configuration and troubleshooting of MS Windows 7.
  • 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.

 

Duration: 6-Months+



PLEASE NOTE: 3RD PARTIES/SUBCONTRACTORS/SUBCONTRACT AGENCIES ARE NOT ELIGIBLE FOR THIS POSITION.   SUBCONTRACT AGENCIES NEED NOT APPLY.

 
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