Customer Service Technician

PLANNED SYSTEMS • El Paso, TX • 1d ago

Overview

ProSphere (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 Responsibilities

Provide routine information technology (IT) customer support in maintaining computing systems, printers and other peripherals

Analyze and report daily on ticket resolution to an established weekly ticket closure rate

Troubleshoot basic IT services as needed and assist customers with reported issues

Will use an automated ticketing system on a daily basis

Successfully handle a wide range of hardware and network technology issues in a high-volume, fast paced environment

Will be responsible for all assigned trouble tickets from creation to resolution

Minimum Requirements

Candidate must be a U.S. Citizen

Must live within 1 hour of the facility (10767 Gateway West, El Paso, TX)

Candidate required to be onsite once a 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 diploma

Technical certifications strongly desired

Experience providing IT support to end-user communities preferred but not required

Excellent customer service and communications skills required

Demonstrable troubleshooting and problem resolution skills for desktops and laptops

Experience providing services to the federal government and/or the VA

Occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl

May be required to lift up to fifty (50) pounds

Ability to work overtime required on occasion

Ability to sit at a workstation for long periods of time

Company Benefits

PSI 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, ADandD 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 Commitment

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