Customer Service Technician

Customer Service TechnicianProSphere (PST), a Planned Systems International (PSI) company, is seeking several individuals for the position of Customer Service Technician. Persons in this position will be required to be the Tier 1 first respondent to end-user requests for assistance in the operation and functionality of their computing systems, software, peripherals, and other devices. The successful candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team at Tier 2. Individuals in this role must possess effective communication skills, have attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel on a nationwide level. These are full-time positions located in El Paso, TX. Veterans are highly encouraged to apply.All candidates must be US Citizens for this contract.Essential Functions and Job ResponsibilitiesProvide routine information technology (IT) customer support in maintaining computing systems, printers and other peripheralsAnalyze and report daily on ticket resolution to an established weekly ticket closure rateTroubleshoot basic IT services as needed and assist customers with reported issuesWill use an automated ticketing system on a daily basisSuccessfully handle a wide range of hardware and network technology issues in a high-volume, fast paced environmentWill be responsible for all assigned trouble tickets from creation to resolutionMinimum RequirementsCandidate must be a U.S. CitizenMust live within 1 hour of the facility (10767 Gateway West, El Paso, TX)Candidate required to work onsite a minimum of three times per week.Must be able to obtain and maintain a clearance for persons in a position of public trust conducted by the Department of Veterans Affairs (VA) and the Office of Personnel Management (OPM)Minimum high school diplomaTechnical certifications strongly desiredExperience providing IT support to end-user communities preferred but not requiredExcellent customer service and communications skills requiredDemonstrable troubleshooting and problem resolution skills for desktops and laptopsExperience providing services to the federal government and/or the VAOccasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawlMay be required to lift up to fifty (50) poundsAbility to work overtime required on occasionAbility to sit at a workstation for long periods of timeCompany BenefitsPSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.EEO CommitmentIt is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.