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Customer Technical Support Representative


  • *Business Group Highlights**
  • *Health**
The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.
  • *Responsibilities**
Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
  • *Qualifications**
Skills:

? Strong critical thinking skills that facilitate expedient problem solving

? Strong communication skills

? The ability to effectively communicate technical matters to a non-technical audience

? Hardware/software maintenance skills

? Ability to multitask while staying focused in a fast-paced competitive environment

? Proficient with Microsoft Office

? Proficient with Windows 7 and Windows 10 operating system

? Knowledge of mobile devices

? Experienced in the use of remote access applications

? Able to work in a team environment

? Able to resolve technical issues within the policies and guidelines provided

? Excellent customer service skills

Requirements:

?Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

? CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program

? Security+ Certified

? Microsoft Certified IT Professional (MCP) preferred

? 2 to 3 years of recent experience in a help desk/desktop support environment

? Ability to work in a 24/7/365 environment including holidays

? Familiar with Service Desk support methodology

? AA/AS Degree in Computer Science, MIS, or related field/equivalent experience preferred

? Relevant technical certifications preferred

? Familiar with ITIL

? HDI certification preferred
  • *About Perspecta**
What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sector-from investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nation's most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.
  • *Job Locations** _US-TX-San Antonio_
  • *Req #** _2020-96277_
  • *Category** _Technical Support/Help Desk_
  • *Telecommute** _No_
  • *Clearance** _Public Trust_


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