Technology Support Specialist II (Onsite) - DP Professionals

DPP is seeking a Technology Support Specialist for an opportunity in Columbia, SC. This role requires the ability to obtain a US security clearance.
 
Work arrangement:

• Onsite. This role is an after-hours position; would need to be willing to work nights and/or weekends indefinitely.
• W2 position, 12 months
• This role requires the ability to obtain a low-level US security clearance, which requires a thorough background search and US citizenship.

Summary:

• The Technology Support Specialist will reply to inbound phone calls, assisting with basic troubleshooting (unlocks, resets, clearing cache/cookies, etc.)
• 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.

Top skills:

• Help desk
• Customer service
• Help desk support
• Problem-solving
• Communication skills
• Adaptable
• Team player

Nice to have skills:

• Active Directory
• RSA
• Knowledge base

Minimum required work experience:

• No experience is required if the candidate has a Bachelor’s degree in Computer Science, Information Technology, or other job-related degree.

Hours you may be asked to work (must be flexible):

• Saturday - Tuesday 8am - 630pm
• Friday - Sunday 530pm - 7am
• Monday - Wednesday 5:30pm - 7am

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.

Additional skills:

• Gap analysis
• Documentation
• Database
• Customer service oriented

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. 

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
• OR, 2 years job-related work experience plus 2 years of technical help-desk experience or other job-related experience (total 4 years without a degree). 

Interested? Learn more:
Click the apply button or contact our recruiter Kenny at Kenny.Jarema@dppit.com to learn more about this position (#24-00696).

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