Technical Support Specialist
Core
Diagnose complex problems and implement cost-effective technical solutions for end-users in a federal contractor environment.
Role type
Tier 1/Tier 2 IT and AV/VTC support specialist
Builds
IT support services and AV/VTC troubleshooting for federal agencies and commercial clients
Domain
Federal government contracting / IT and Audiovisual technology
Required skills
DOD Secret clearance, DCWF 451 intermediate proficiency, Security+ CE or DoD 8140 certification, A+ certification, CTS, Crestron, Extron, Cisco Collaboration, Tier 1/Tier 2 IT support, endpoint support, account support, local AV/VTC troubleshooting, ticket management, equipment setup, remote site coordination
Preferred skills
AV/VTC credential, applications development testing support, instructional design for training materials
Technologies
Windows desktop applications, standard Windows applications, printers, Cisco Collaboration, Crestron, Extron, A+, CTS
Responsibilities
Serve as initial point of contact for call center support via phone and email; troubleshoot user problems with computer software, hardware, email, directories, and printers; conduct problem recognition, research, isolation, and follow-up; perform occasional onsite installations and startup guidance; assist with applications development testing and documentation; help with user training on assigned software applications; review customer satisfaction survey results and research tickets
Seniority
Mid-level, 5+ years experience