Computer User Support Specialist - Mid
: Job Details :

Job Description: CAN BE REMOTE Troubleshoot and decipher problems by asking probing questions and utilizing available tools; research, resolve and respond to various user requests and inquiries; provide researched fact-based data and information. Provide detailed description of problems and resolutions in the ticketing system; maintain a predefined call closure rate on incidents entered into the ticketing system. Log all trouble calls and requests, forward unresolved issues Level II support. Follow up on all calls to endure timely resolution and customer satisfaction. Handle various other customer support related duties as they arise. PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software). An understanding of servers, virtual drives, and directory structures. Prior experience with troubleshooting tickets in an IT environment a plus. Works with minimum supervision or independently, proactively follows up on outstanding issues/tickets, is customer service oriented. Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action. Handles multiple projects with changing priorities and is able to handle frequent interruptions positively Required Skills and Experiences: PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software). An understanding of servers, virtual drives, and directory structures. Prior experience with troubleshooting tickets in an IT environment a plus. Secret Security Clearance US citizen Requirements: A High School Diploma (or GED) is required. Associates or Bachelor's degree desired but not required.