Technology Support Specialist II (Onsite; flex hours) - DP Professionals

DPP is seeking a Technology Specialist for an opportunity in Columbia, SC. Candidates must be eligible to earn a low-level US security clearance.
 
Work arrangement:

• Fully onsite; after-hours position, nights and weekends.
• W2 position; 12 months.
• Must be eligible to earn a low-level US security clearance, which requires a thorough background search and US citizenship.

Summary:

• 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.
• Answering inbound phone calls.
• Assists with basic troubleshooting, e.g., unlocks, resets, clearing cache and cookies, etc. 

Top skills:

• Strong communication skills
• Customer service skills
• Help desk support
• Problem solving; adaptable
• Team player 

Nice to have:

• Active Directory
• RSA
• Knowledge base 

Minimum required work experience:

• Based on education. No experience required with a Bachelor’s degree in Computer Science, Information Technology or other job-related degree. See Education for more information. 

Job/class description:

• Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
• Maintain knowledge database and call tracking database to enhance 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, network, etc.
• Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
• Perform other job-related administrative duties as needed. 

Required knowledge, skills, and abilities:

• 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.
• 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.
• Hours you will potentially be asked to work:
  • Saturday – Tuesday: 8 am – 6:30 pm
  • Friday – Sunday: 5:30 pm – 7 am
  • Monday – Wednesday: 5:30 pm – 7 am
• 40-hour workweek
• Must be flexible 

Required education/equivalencies:

• Bachelor’s degree in Computer Science, Information Technology, or other job-related degree;
• OR, Associates degree in CS, IT, or other job-related degree plus 2 years of work-related experience;
• OR, 4 years job-related work experience (total 4 years without a degree) 

Interested? Learn more:
Click the apply button or contact our recruiter Carolyn at Carolyn.Miner@dppit.com to learn more about this position (#24-00761).

DPP offers a range of compensation and benefits packages to our employees and their eligible dependents. Call today to learn more about working with DPP.

US Citizen: This role requires the ability to obtain a low-level US security clearance, which requires a thorough background search and US citizenship. Residency requirements may apply. EOE/AA/V/D