Technical Support II Specialist -
US Citizen for Security Clearance
No B2B - NO C2C, EAD, or any Sponsorship.
Duties:
- Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve, and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.
- Citrix • VPN • Microsoft Products (Outlook, Teams)
- Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes.
- Complete customer requests and provide guidance in the resolution of application, hardware, and software problems. Determine the business impact of requests and escalate to higher-level professionals when necessary.
- Maintain knowledge database and call tracking database to enhance the quality of problem resolutions. Keep apprised of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
- Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, networks, etc.
- Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
Skills:
- Strong customer service skills. Good problem-solving skills.
- Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands basic technical problems and solutions in relation to the business environment. Understands the industry's business systems and processes.
- Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry. Work Environment: Fast-paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center.
Education:
- Bachelor's degree in Computer Science, Information Technology or job-related degree. OR an Associate Degree in Computer Science, Information Technology or other job-related degree OR 2 years of job-related work experience plus 2 years of technical help desk experience or other job-related experience. Required Work Experience: None.
Equal Opportunity Employer
Revolution Technologies, LLC is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.
