Duties & Responsibilities:

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  Conducts first line of support for all calls coming into the Call Center.
• Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
• Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
• For each call that is routed through the Help Desk, creates a ticket at the time of the call.
• Makes follow up calls as required ensuring customer satisfaction.
• Contacts users regarding the best time to schedule required tasks.
• Ensures policies and procedures are followed relative to the Call Center, computer deployment, and decommissioning.
• Ensures procedures are documented by creating any and all necessary documentation for policies and procedures.
• Ensures and provides quality feedback to all departments on areas of concern within the organization.
• Provides support as required or assigned for any Government Contract operations.

Minimum Qualifications:

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  A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
• Must be able to effectively communicate with users to provide first level support over the phone.
• Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
• Must have knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
• Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
• Must be available to provide support as needed, including evenings, nights, weekends, holidays and be able to work on a task, assignment, or bulk of work to completion regardless of shift or duration.
• Must be flexible and willing to work any shift - position is a 24X7 coverage support position.
• Demonstrated experience working with gaming and/or hospitality systems preferred.
• Must possess valid driver's license.
• Must possess or be willing and able to obtain a US DOD Secret Clearance.

Desired Qualifications:

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  At least six years of work experience.
• Extensive experience with PDAs, tablets, thin clients, and retail point-of-sale devices.
• Extensive experience with hardware and software testing in a corporate environment. Testing to include compatibility with legacy systems, functionality, usability, and installation/upgrade.
  • HP, MCSE, MCP, or Call Center Certification.