Desktop Support - Tier 2

The Help Desk agent (tier 2) will provide customer service for an inbound call center environment that supports hardware, software, and network communications for Defense Manpower Data Center (DMDC) applications.

Job duties include:
Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups. Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams. Escalate issues within the defined standards.

Position Summary Continued:
Log and track calls received using a Windows2000 and/or XP desktop system running a Web based ticketing system. Customer service skills are vital and experience with troubleshooting leased line problems required. Ability to work rotating eight (8) hour shifts for coverage 0000 to 2400 EST hours, Monday through Sunday.

• Perform military base-level communications coordination efforts telephonically in support of hardware and application implementation, address security issues as identified, and maintain the appropriate information in the automated trouble ticket system.
  • Identify infrastructure requirements and require facility personnel to install infrastructure components as directed by the Project Manager.

Perform troubleshooting of issues
o Telephonically support the user community by troubleshooting PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware)

• Telephonically support the user community by troubleshooting network connectivity issues with base facility infrastructure teams. (centralized dial devices, Routers, and Firewall administration devices)

o Follow procedural guidelines to respond to and/or research customer problems.

Demonstrate
o Knowledge of the NT4.0 and Windows 2000 desktop environment

• Knowledge with all network hardware configurations for users of the customer's database to include the topology, server and Workstation hardware platforms, and associated peripherals relative to the applications
• Strong customer service skills and experience with troubleshooting leased line problems.

• Knowledge of data communications protocols and utilities (TCP/IP)
• Knowledge of LAN/WAN hardware components (Routers, Switches, DSU/CSU, Cat5)
• Knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware)
• Experience using ticketing system applications
• Experience troubleshooting problems telephonically
• Strong working knowledge of the NT4.0 and Windows 2000 desktop environment
• Strong working knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware)
• Strong working knowledge of Leased line fault isolation
• 2 years experience using ticketing system applications
• Demonstrate strong customer service skills and prior experience with troubleshooting leased line problems required.
• Ability to obtain ADP level II trust agreement
• High School Graduate, or equivalent
• Ability to type 25 words per minute
• Punctual
• Reliable
• Demonstrated strong verbal and written communication skills

Ability to multi-task

• Effective listening skills
• Prior customer service experience 6 months +
• CNA/CNE certificate is a plus, but not mandatory
• Effective listening skills
• Prior customer service experience (6months +)

Training:
Training is a three (3) week process involving the following items:

• Hands-on application training
• Online application training
• Hands-on hardware component training
• Documentation, and Procedural review
• Shadowing of senior level agents

Hours of Operation:
0000 to 2400 EST hours, Monday through Sunday

Apex Systems, Inc. is an Equal Opportunity Employer and encourages minority and female applicants to apply.