Customer Service Technician

Customer Service TechnicianClient First Technologies currently is seeking a Customer Service Technician with experience supporting enterprise users of computer applications and systems. The Customer Service Technician will utilize their troubleshooting skills to help end users resolve their issues, including coordinating Tier III escalation as appropriate.This is a full-time, on-site position located at the client site in Alexandria, VA.CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.ResponsibilitiesProvide Tier 2 Support (including first call resolution) by assisting clients with technical issues via phone, email, and chatProvide weekday support on different shifts covering 7am – 8pmTrack inventory assetsKeep an organized and presentable work areaRecord tickets and maintain ticket status in ServiceNowAnalyze software and business applications; troubleshoot issuesUse computer images to install and configure laptopsSupport users with file shares and permissions issuesTrack, log, and report each service requestAdhere to established methods for responding to and documenting support requestsProvide deskside support, hardware troubleshooting, software assistance, and network problem resolutionDocument troubleshooting steps, resolutions, and recommendations in the ticketing systemCreate, update documentation for users, technical configurations, to include Knowledge Base documents, Standard Operating Procedures, and Configuration documentsCollaborate with IT staff to identify recurring issues and recommend long term solutionsMaintain a strong customer service focus while working directly with end usersAssist with hardware deployments, upgrades, and system imaging as neededFollow up with customers ensuring their issues and requests are resolvedWork cooperatively and independently to research and document issues and solutionsWork collaboratively with multiple enterprise teams to provide complete support to the end userWalk customer through problem-solving processQualificationsInformation Technology knowledgeMinimum of one (1) year of technical support experienceAbility to interact with all levels of an organization in a professional, diplomatic, and tactful mannerExperience supporting end users in a help desk role preferredHands on experience with Microsoft 365, Exchange, and Active DirectoryAbility to work independently as well as collaboratively within a teamHands-on experience with PC hardware repair and peripheral device supportStrong customer service orientation with the ability to manage multiple tasks and adapt quickly to changeExcellent analytical, problem solving, and communication skillsAbility to troubleshoot medium complexity software issuesMust be able to work quickly with a high degree of accuracy with cross-functional teamsPreferred QualificationsExperience with ServiceNow preferredIT Certification(s) is a plusPhysical DemandsMust be able to sit and stand for extended periods of timeMay need to lift items up to 50lbsOccasional travel and overtime may be requiredRequired Clearances and ScreeningsThis position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk sensitivity. Candidates with current Veterans Affairs (VA) Tier 2/Moderate Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred