Junior Computer User Support Specialist - Washington Biz Office

Job Title           Jr. Computer User Support Specialist    

Job Summary  

As affiliates of the PCI Federal Services group of companies, PCI Government Services LLC has a passion for our team members and their personal mission for success. We offer excellent insurance, leave and developmental benefits along with some flexibility for remote work opportunities. Come join our organization and be part of an exciting team supporting our Federal, DoD and Private Sector customers!

Duties and Responsibilities

• Respond immediately to users requesting assistance by telephone or email, and record and validate customer's contact information.
• Ensure technical problems are clearly defined with a precise description of the problem being encountered; technical terms spelled out, so they can be easily understood by either functional/technical analysts or business process owners who may be called upon to investigate the problem.
• Provide password resets.
• Perform initial system diagnosis and resolution or reassign to appropriate Salesforce queue for resolution.
• Track Salesforce tickets to resolution and notifying user when resolved.
• Record problem resolution and receive confirmation from customer of resolution.
• Supporting the customer with data analysis regarding trends and possible enhancements gathered through standard help desk call operations.
• Provide continuous improvement and enhancements to the customer’s technical support process.
• Employees will be responsible to create a suitable work environment in their home or other secure area for work purposes.
• Other duties as assigned.

Qualifications

• High School Diploma
• ITIL 4 Certification Desired
• 0 to 4 years
• Bilingual (Spanish) a plus
• Detail Oriented
• Ability to accurately follow procedures and instruction
• Help Desk Operations: performing Call Tracking, Documentation, and Service Requests
• Internet Explorer: Deep familiarity with Active X Control, Browser Connectivity Settings, Metro and Desktop Browsers, Privacy Settings, Security Zones
• Microsoft Office: Creating File Security, Read Only / Files from untrusted location, Troubleshooting Outlook Problems

Physical Requirements

The physical demands described herein are representative of those which may need to be met by an employee to successfully perform the essential functions of the job. Employees must possess the ability to work in an office environment.

If required, employees must be able to operate a motor vehicle which may require sitting for prolonged periods of time to visit other company sites. Must have hearing and speech to communicate in person, before groups and over the telephone. Standing in work areas and walking between work areas may be required. This position may require an employee to bend, stoop, kneel, crouch, crawl, climb or balance, reach, push, and pull. The employee may also be required to lift and/or move up to 20 pounds.

PCI Government Services LLC (PCI-GS) is an equal opportunity employer.

PCI-GS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.

Preference may be extended to qualified Native American Indian candidates

in accordance with applicable federal law.