- This is an 24/7 Support environment. Shift Work will be required.
- Active DoD Secret Clearance Required
Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.
•Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
•Assists with navigating around application menus, may be required to remote into customer's computer.
•Troubleshoot network connectivity issues, working with remote employees on a corporate network.
•Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
•Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
•Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.
Our Level II Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues, troubleshooting email issues, and supporting Level I technicians.
•Understand and wide application of technical principle, theories, and concepts
•Resolve problems for clients via telephone, email, chat, and web sessions
•Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
•Deliver consistently high levels of customer service
•Conduct timely triage and escalation in accordance with SLA requirements.
•Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
•Accurate documentation of interactions, incidents, and problems.
•Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
•Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
•Analyze and resolve incidents and requests regarding use of application software or hardware.
•Support multiple clients through customer service professionalism and insight.
•Document resolutions and updates self-help and staff knowledge bases.
•Grow general knowledge of FERC-specific products, increasing ability to resolve requests on first contact.
•Adhere to and support FERC standards, policies, and procedures
•Must be US Citizen and possess a US Government DoD Secret security clearance.
•1 year of experience or equivalent required for level 1
•Previous computer technical support preferred.
•Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
•Understanding of Active Directory to unlock and reset passwords.
•Proficient with troubleshooting all Windows 7 and 10 Operating systems.
•Ability to troubleshoot and resolve email issues, specifically MS Outlook.
•Ability to communicate clearly and professionally, both verbally and in writing.
•Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
Education / Certification Requirements:
•High School Diploma/GED
•Must obtain (CompTIA A+ CE, Network+ CE or Security+ CE certification) within 6 months of employment.
•MCP, Dell or other industry identified certifications are preferred.
•Must be U.S, Citizen
•2 years working in customer support or service field
•Experience working in service desk environment with Remedy ITSM 7.6 to 8.1
•Competency in call center tracking tools
•Demonstrated ability to learn customer support processes and techniques
•Good analytical skills
•Ability to solve problems
•Competency in MS Office Suite.
Education / Certification Requirements:
•HS diploma & minimum 2 years working in customer support or service field or equivalent.
•Security + CE certification preferred or must secure certification within first 6 months of employment
•Microsoft Windows 7 or Windows certification
Do you have what it takes to be mission critical?
Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.
Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.
Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.
Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.
Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.