Customer Support Technician

Overview

360 IT Professionals is a California base Minority Business Enterprise specializing in IT Consulting and Staffing. Since our inception we have been providing industry leading IT solutions for Staffing and Software Development. We have more than 30 IT Staffing Services contracts across USA and work closely with Fortune 500 Companies and Key Private sector Agencies. We are providing staffing support to more than 10 State Customers across USA and have successfully staffed for more than 260 roles in last 6 months.

Job Title: Customer Support Technician

Duration: 2 months with likely extension up to further 2 years

Work Location: Montgomery, AL

Interview methods: Phone/Skype/F2F

• Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems. This reports directly to the Support Services Supervisor of Desktop Support, and serves as the first tier OIT Desktop Support to assist State Agencies with any issues (hardware, software, network).
  
  They are expected to respond efficiently and effectively to Service Desk tickets from OIT end users which are received by phone, email, or walk in and either resolve the issue or elevate the issue to the appropriate tier-2 level support if necessary. This position is required to accurately record all resolution steps to the current tracking software with a complete description of the problem, end user contact information, organization, resolution, and any other attributes required to support future end user queries.
• Skills Required Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. In general, follows documented procedures and checklists. Microsoft/Windows OS/MAC OS/Apple product Installation and basic troubleshooting of software and hardware issues. The ability to troubleshoot in a timely manner and follow written instructions.
  
  CompTIA A+ break/fix field related experience in a desktop support role from initial set-up to finished product. Excellent interpersonal skills and the ability to communicate with others in a positive professional manner. Familiar with Active Directory, virtual environments, storage area servers/networks, LAN/WAN, MS Exchange, MS SharePoint and Office 365.

Skills Preferred:

• Experience
  
  Required:
  
  Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
• Education Required : Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. CompTIA A+

Local candidates strongly preferred