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Sierra Nevada Corporation | SNC Sierra Nevada Corporation | SNC

Service Center Technical Support II (Contract)

  •  Posted 8 Days Ago
  •   Full time
  •  Centennial, CO (Arapahoe 2) - CO_ARA
  •  R0010867

PRIMARY RESPONSIBILITIES INCLUDE:

  • Answer, evaluate and prioritize all incoming telephone, voicemail, and e-mail for assistance from users experiencing problems with hardware, software, networking
  • Telecommunications and other computer-related technologies
  • Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests
  • Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other IT team members during escalations
  • Responsible for ensuring customer satisfaction of support and service requests
  • Maintain quality-conscious interface via phone and email with both technical and non-technical clients
  • Provide service of outstanding quality to SNC internal customers as measured by their standards
  • Responsible for creating and updating support services documentation including knowledge entries on desktop issues and application configurations
  • Ability to provide remote support to mobile users

MUST HAVES:

  • Requires a BA/BS in Related Field. Relevant work experience may substitute for required education.
  • 3+ years related experience
  • Working knowledge of Help Desk / Customer Support center operations  
  • Familiarity with Service Now call tracking software

PREFERRED:

  • Knowledge of current IT technical standards as related to microcomputers, printers, and basic network technology
  • Strong customer and technical support experience, supporting a clientele that is predominantly “non-technical”
  • Comprehensive troubleshooting skills of various hardware and software products including:  Microsoft OS's and Office Suite, IBM Notes, BitLocker Encryption, PGP encryption, wireless, Citrix, Dell laptops/desktops, Bomgar and HP Printers
  • Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage multiple projects to successful completion
  • Superior customer service and communications skills along with ability to drive productive team collaboration will participating in on call support rotation

IMPORTANT NOTICES:

  • To conform to U.S. Government export regulations, applicant must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

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