Description
Job Title: Support Technician, Information Technology (IT)- Part Time
Summary:
Provides Tier 1 and Tier 2 support of the Zeiders Enterprise Network's (ZEN) various systems, sub-systems, SaaS solutions and end user hardware and software. Performs initial triage of trouble tickets, solves or routes tickets as appropriate. Helps maintain hardware inventory as well as deploying and recovering end user equipment.
[This is a part time position that requires the ability to obtain an active secret clearance]
Essential Duties and Responsibilities:
Provide excellent customer service in a fast-paced business environment.
Provide first-level contact and problem resolution for SaaS and enterprise systems (including phones) in support of the Service Desk and System Administrators. First-level contact may include responding to user application questions, answering questions regarding corporate policies, and/or managing roles/permissions within the timeliness established by corporate policies.
Communicate technical solutions in a user-friendly and professional manner.
Triage, solve and route all user support requests as appropriate.
Reset passwords for web-based employee applications, educate users on self-service features.
Assist in administering company-wide cell phone equipment and other property accounts.
Assist with developing end-user documentation, knowledge base articles, online FAQs and updating internal documentation.
Provide ad hoc support to Home Office users for Microsoft Office applications, telephone voice mail, a/v equipment, and copier problems.
Interact with and manage vendors to assure quality of service and value for spend.
Other duties may be assigned.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Education and/or Experience:
Must be a U.S. Citizen
Must possess or have the ability to obtain an active secret clearance
High School Diploma, GED, or Honorable Military Discharge
Attention to detail
Ability to work in Microsoft Office, especially Excel and Word
Excellent written and verbal communication skills, especially on the phone
Have ability to speak, read and write English
Flexible availability
Preferred Qualification
Other Skills and Abilities
Must be self-directed and able to work without close supervision.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderately quiet.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
