Technical Support Specialist (11pm to 7am)

Yoh has a contract opportunity for a TECHNICAL SUPPORT SPECIALIST (AFTER HOURS) to support our client in Washington DC.

JOB OVERVIEW:

- Shift is Sunday to Thursday from 11pm to 7am.
- Client's internal IT products and COTS applications
- Technical support with 24x7x365 schedule flexibility (Nights and weekends included)
- Various modes of remote end-user support activities for clients directly and/or through transfer/escalation or assignment.

JOB RESPONSIBILITIES:

- Responsible for general IT end-user support including but not limited to; Lotus Notes, Microsoft Exchange/Outlook client, Remote Access, Software, Networking, Windows Vista and 7 Windows environment, meeting service support levels of % resolution on first call or collaborate with appropriate groups to deliver resolution in a fast pace environment.
- Works closely with team and management to insure that quality of support service and service level requirements are met for exceptional end-user community support.
- This position does not require travel.
- This position requires complete flexibility to all/any shift or schedule assigned by Service Line Lead and/or Manager.
- Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows 7 networked Enterprise desktop environment
- Document all call incidents and problems in call tracking software
- Escalate, coordinate, and collaborate support issues with multiple teams as necessary
- Assume ownership of tasks assigned
- Provide follow-up status to clients according to support policies and procedures
- Take live call referrals from Tier I Analysts and provide technical support to them
- Successfully handle calls from difficult clients
- Contribute technical solutions to knowledge base
- Perform Analysis of incidents to trigger Problem and report accordingly
- Provide mentoring/coaching of Tier 1/Tier 2 Analysts as directed by Leads/Management

JOB QUALIFICATIONS:

- A.S. degree in Science/Computer Science/Computer Information Systems/Business or related field or
- Accredited Technical Institution Diploma/Certificate or Military training in computer/communications
- Proficient in any Enterprise-wide productivity applications and its enhanced product level technical expertise such as Microsoft OS, Apple MAC.
- Ability to learn very quickly customer environment specific applications and processes.
- Excellent logical analysis and problem solving skills.
- Self-motivated and ability to work with little supervision.
- Exceptional communication skills.
- Exceptional customer service skills.
- An excellent attendance, punctuality record and commitment to working overtime when needed.
- Demonstrated high technical and business logic analytical skills with any business applications support in the past
- Experience in MS OS and some MS Application suites
- Experience in working for a ITIL/ITSM process driven Service Desk environment
- Experience with Continual Service Improvement process
- Ability to work effectively in a team environment
- Pleasant, professional, and courteous personality
- Excellent verbal and written communication skills
- Strong administrative skills:
- Organized, efficient and versatile
- Strong customer service approach to dealing with people at all levels internal and external

PREFERRED JOB SKILLS/EXPERIENCE/KNOWLEDGE/CERTIFICATION:

- ITIL Foundation V3 Certification
- Help Desk Institute Certification
- Microsoft Product specific certification

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

RECRUITER: Scott Bennekemper

Yoh is a professional staffing provider with over 70 years of experience in the short and long-term staffing services industry; visit our website to learn more about our company.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_W2

J2W: INFOTECHJ2WBRSTL

Ref:

Branch: IT & Telecom