This full-time position is with the Information Technology department at KBRWyle. The successful candidate will be a Level 1 Call Center Technician as part of the IT Service Desk Team. The primary responsibility of the Technician is to deliver IT support to KBRwyle employees remotely over the telephone.
This position will implement the most effective solutions when resolving end user computing issues while meeting service level agreements. The Service Desk 1 Technician will provide support to KBRwyle employees on day to day issues in the operation of standard PC equipment including desktops, laptops, thin clients, software, printers, and peripherals.
This position requires the following skills and attributes:
•Proven verbal and written communications skills supporting end users in a call center environment
•Exemplary customer service skills
•Excellent organizational and time management skills
•Able to use and understand remote support tools when required to solve customer issues
•Strong problem-solving skills
•A thorough knowledge of Windows 7 and Office 2013 is required.
•Knowledge of Active Directory is a plus.
•Meet team goals and expectations measured by metrics
•Follow documented processes with close attention to detail.
•Ability to resolve all assigned Service Desk tickets according to established metric guidelines and target goals.
•Must be detail oriented and able to effectively and accurately document various technical issues utilizing a Service Desk ticket tracking tool.
•Work well under pressure and in a geographically dispersed team setting, must be able to demonstrate the ability to multi-task and possess the ability to work in an ad-hoc/dynamic, fast-paced environment with time-sensitive deadlines.
•Ability to maintain and exercise patience and professionalism during stressful situations.
•Answer IT Service Desk phone creating tickets for each call
•Provide first call resolution whenever possible
•Process and route incidents and requests (tickets) accurately
•Document, track, and monitor problems to ensure timely resolution.
•Mitigate security vulnerabilities by applying patches, updates and other fixes to desktops, laptops and virtual machines.
•Keep inventory of all KBRwyle IT computer and software assets updated.
•Provide timely customer follow-up and documenting progress of assigned incidents.
•Other duties as assigned.
HOURS FOR THIS POSITION: 7:00AM to 4:00PM EST.
•1-year customer service experience required
•Active enrollment or completion of an IT related Associates degree or higher program required
•Ability to obtain and maintain a Department of Defense Secret security clearance required
•A+, Security+, Network+ and Microsoft certifications are a plus