Description

The Field Support Technician will work at the customer site in Kearneysville, WV and support the United States Coast Guard (USCG) Network Operations Center (NOC)

The candidate will support the following responsibilities:

• Manages team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.
• Manages team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.

• High school diploma
• 4 years of relevant IT experience
• Demonstrates Proficiencies gained from specialized training in supporting the help desk topics of a more technical nature that require a complete understanding of the technologies supported by the call center.
• Provides guidance and support to lower tier support personnel and responds to telephone and e-mail problem reports by working to identify, duplicate for knowledge base development and resolve hardware and/or software-related problems.
• Performs root cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause.
• Experience in customer service using a Trouble Management System (TMS) and/or other error monitoring and tracking tools.

Eligibility/Clearance Requirements: Must be able to provide proof of U.S. Citizenship

• In-depth applications knowledge of company's products, services and/or systems.
• Operations maybe 24/7.

PI282608646