4. TASKS 4.1 Service Desk Technicians Knowledge Required shall include: • The positions are part of the ESD support team, providing remote support to UNS customers. The positions require proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.
• Proficient in applying, customer service and customer support principles and methods; systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods.
• Proficient in the remote installation of primary and peripheral computer software and hardware.
• Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers.
• Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications.
• Knowledge of business operations as related to service desk environment and systems.
4.2 Technician Tasks for Tech 2/ Jr. Information Technology Specialist (30 Positions) Tasks related to customer support that meets current and future business requirements of the IRS shall include:
• Adherence to all CSS policies and processes.
• Performance of remote work including but not limited to installs, configurations, upgrades, troubleshooting
• Receipt of, response to, and complete resolution of any ESD contacts; Documentation of actions taken, Needed guidance and/or training given to customers to prevent recurrences; and Assistance to Service Desk specialists in resolving complex problems.
• Performance of remote work in working the web queue inventory.
• Providing telephone customer support, as required.
• An ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
• An ability to assist multiple customers at a time when possible.
• An ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution.
• Skillset to troubleshoot and resolve end user hardware and software problems.
• Providing updates, as appropriate, to Knowledge Articles that are no longer accurate.
• Performance of basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, adding and removing systems from the domain, etc. as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer's issues.
• Adherence to an average handle time as prescribed; then follow the escalation process.
Skillset to assist with testing the implementations of Robotics Process Automation (RPA) to automate manual and repetitive process tasks and Digital Service Agent (DSA) to assist in resolving customer issues and answering IT questions for customersAn ability to provide feedback and assistance for initiatives supporting cloud computing and web chat implementationsKnowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environment
Benefits: (Full Time, W2 Employees - at least 30 Hrs per week)
Medical, Dental and Vision offerings
Weekly Direct Deposit
Paid Holidays and Personal Time Off
401(k) with match
Voluntary Life and AD&D, Short/Long Term Disability
Other Voluntary coverages
Pre-paid Legal and Employee Assistance Programs
Northwest Federal Credit Union Membership
BB&T @ Work Program
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans This program requires US Citizenship or Green Card (Lawful Permanent Residents).
