", "identifier": { "@type": "PropertyValue", "name": "TAD PGS, Inc.", "value": "33830" }, "datePosted" : "2018-11-19", "employmentType" : "FULL_TIME", "hiringOrganization" : { "@type" : "Organization", "name" : "TAD PGS, Inc." }, "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressLocality" : "Clinton", "addressRegion" : "MS", "postalCode" : "39056", "addressCountry": "US" } } } }
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IT Customer Service Technician

IT Customer Service Technician
Category: Call Center/Customer Service
Description:
TAD PGS, INC. is currently seeking anIT Customer Service Technicianfor one of our clients inClinton, MS.
Candidate must be able to obtain and maintain a Public Trust. Please click on this link if you have any questions on how to obtain a clearance https://news.clearancejobs.com/2016/06/12/obtain-security-clearance/Position requires U.S. Citizenship.
Help Desk operations are staffed 24x7, with core hours of operation being 6AM to 6PM Central Time. Most staff will work on staggered shifts during that timeframe. The agents will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so they can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements (SLAs) in place with the customer and include number of call responses, length of calls, etc.
RESPONSIBILITIES/DUTIES:
+ Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.
+ Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
+ Addresses support requests received over the phone or through email and web-based systems.
+ Provides prompt, courteous, and professional response to user calls during supported hours.
+ Provides a single, identified point of contact for all Help Desk and change request services.
+ Updates and maintains Help Desk records in accordance with established support procedures.
+ Performs account password administration and processes new user account requests.
+ Develops, maintains, and executes standard Help Desk operating procedures.
+ Follows security requirements as requested by the Government Security Officer.
+ Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress.
+ Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC?s).
+ Manages the user?s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again.
QUALIFICATIONS REQUIRED:
+ High school diploma with 2+ years technical experience including an overall understanding of Help Desk operations, technical phases of the job.
+ Must have Windows technical skills.
+ Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills.
+ Must have excellent customer service skills with a positive attitude
+ Must have experience in following documented policies and procedures.
+ Ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position.
+ Must have a desire to learn new skills and take the initiative to improve their performance through on the job training.
+ Must be available to assist in development and modification of procedures.
+ Must have excellent communication skills both verbal and written.
QUALIFICATIONS DESIRED:
+ Previous Desktop support experience.
+ Active clearance from ATF or USMS.
OTHER:
+ Once candidates have been cleared, they will go to the ?cleared pipeline? and will start as soon as a position is available rather than immediately.
+ This position is not eligible for telework.
+ This position requires a security investigation completed by the federal government to permit access to customer-sensitive information.
Company Description:
TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/Disability
Location: Clinton , MS
Minimum Experience (yrs): 2
Required Education: H.S. diploma or equivalent

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