Technical Support Technician-Schinnerer-Chevy Chase

Provides assistance as necessary on all technical issues. Responsible for carrying out activities as directed by the Technical Support Manager to maintain functionality of the network and personal computing environment. Responds to telephone calls, e-mail and personal requests for technical support within established Service Level Agreements, keeping the customer updated on the status of problem at all times. Identifies, researches, and resolves technical problems. Tracks and monitors every problem or request to resolution. Escalates issues to other technicians, corporate technical resources, vendors, and so forth as needed. Update problem history and status of open tickets daily. Provide reports derived from call management database as requested.
Actively participates in establishing, monitoring, and improving upon Service Level Agreements. Ensures problem resolution by utilizing and maintaining Technical Support Procedures guide for problem resolution. Installs, configures, maintains, troubleshoots, and repairs personal computer systems, terminals, printers and other peripherals as required. Create and maintain user account information including rights, security and systems groups as required by established procedures. Establishes, tests and documents methodologies for configuration and use of new or enhanced hardware and software.
REQUIREMENTS
Must have a high school diploma or equivalency, college or technical degree preferred. 2 - 4 years recent hands on experience configuring and maintaining desktop hardware and software. Experience with networking concepts and administration. Dedication to quality customer service. Excellent verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, peers, vendors and management. Strong problem solving skills and inherent decision making ability.
Initiative and flexibility, must be able to stay on track without constant supervision. Good project management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures. Windows 2000, MCP and NT experience.
Must be able to lift at least 65 pounds and move computer equipment on a daily basis.