Job Summary:

The Service Center Technician III plays a pivotal role in supporting the Service Center Lead(s) by effectively managing and documenting customer support issues, remediation efforts, and ensuring customer satisfaction through a structured task resolution system. Additionally, the technician independently analyzes and resolves operational issues within the technical support center, contributing to its seamless functioning. Collaborating closely with the Service Center Lead(s) and Federal Functional Lead, they prioritize tasks for Service Center Technicians to ensure efficient task resolution. Furthermore, the Service Center Technician III assists in generating reports concerning technical support activity, property accountability, and event schedules, providing valuable insights for continuous improvement and effective resource allocation.

The position is dependent on contract award.

Job Duties and Responsibilities:

• Demonstrate effective oral and written communication skills, maintaining a positive customer service attitude.
• Handle the most complex IT technical support requests for the DOI/IA user base.
• Assist the Service Center Lead(s) in managing and documenting customer support issues, remediation efforts, and ensuring customer satisfaction through a structured task resolution system.
• Independently analyze and resolve operational issues within the technical support center to ensure smooth functioning.
• Collaborate with the Service Center Lead(s) and Federal Functional Lead to prioritize tasks for Service Center Technicians, optimizing task resolution efficiency.
• Assist in generating reports regarding technical support activity, property accountability, and event schedules, contributing to process improvement and effective resource allocation.

Job Requirements (Education/Skills/Experience):

• Education: Associate’s Degree or Certificate from a technical training institute.
• Experience Required:
  • Minimum of three years of computer support experience, with familiarity in standalone and network computers, local area networks, and wide area networks.
• Specialized Experience:
  • At least three (3) years of specialized experience, including Service Center support in a multi-server environment.
  • Comprehensive knowledge of PC operating systems (e.g., Windows), networking, and mail standards.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60–1.4(a), 60–300.5(a) and 60–741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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