Customer Support Specialist (TS/SCI)

Customer Support Specialist (TS/SCI)

Reston, VA, USA

Full-time

Clearance: Top Secret/SCI

Job Description

Provides technical support and guidance to resolve users computer hardware and software problems.

Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.

Applies knowledge of computer software and hardware to assist users in resolving problems.

Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.

Coordinates service or replacement of defective products from vendors and manufacturers.

Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.

Drafts or revises user training manuals and procedures.

Maintains logs of support services provided in the ticketing system or other appropriate database.

Develops training materials and/or provides onsite training as requested.

Performs other related duties as assigned.

Qualifications

Required Skills/Abilities:

Two years of experience or Associates degree required; a Bachelors degree in Computer Science, Business Administration, or related field preferred.

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office Suite or related software.

Thorough understanding of technology commonly used by clients and employees.

Ability to explain technical problems to non-technical employees.