Field Technical Support (FTS)

Job Title: Field Technical Support (FTS)

Location: College Station (77845)

Duration: Full Time

Job Summary

• To quickly troubleshoot and resolve reported issues over the phone or remotely in order to minimize end user downtime and increase productivity, and provide a world class customer experience.
• The ability to communicate in positive manner and mentor junior colleagues

Role & Responsibilities:

• Always maintain a positive attitude and professional manner when dealing with customers, colleagues and managers.
• Thorough understanding of NARA environment, unique needs and applications
• Expert ability to troubleshoot and resolve hardware or software issues for desktops, laptops, tablets, mobile devices, phone systems, conference room technologies and associated peripherals; maintaining NARA authorized local server and infrastructure racks; including cabling, hardware installation, power management, etc.
• Follow defined Incident Management Workflow and process (i.e. creation, update, escalation, resolve).
• Troubleshoot, prioritize, research and document user problems thoroughly and accurately in accordance with documented procedures to include appropriate escalation handoff; keeping of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Bring reoccurring user issues and solutions to management s attention.
• Acquire and maintain a highly competent level of knowledge on relevant products, current support policies, and methods of support delivery.
• Author knowledge management articles in order to bring efficiency to the department.
• Meet individual monthly metrics as assigned by management and overall team metrics.
• Maintain inventory of assets.
• Monitor local NARA authorized servers, UPS, and other NARA enterprise equipment.
• Support and troubleshoot NARA authorized server and network infrastructure at supported locations and work with escalated tiers to resolve incidents.
• Accurately track and document inventory changes as often as contractually required.
• Provide after hours and on-call support as needed or scheduled.
• Perform additional duties as required to include Tier 1 2 support as part of the service desk queue.

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.

Recognized among Best Company to Work For by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated. 22nd Century Technologies is an Equal Opportunity Employer" and s & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.