TIER 2 CUSTOMER SERVICE REPRESENTATIVE – DSC
(General Clerk III) / (EEO/Disability/Vets)
*Successful applicant must comply with federal contractor vaccine mandate requirements. *
Job Responsibilities:·Under general direction, provides support to end-users for PC, server, or mainframe applications and hardware. Job Duties:Job Duties:·Resolves escalated problems. · Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.· Simulates or recreates user problems to resolve operating difficulties. · Analyzes and recommends systems modifications to reduce user problems. · Maintains currency and highest level of technical skill in field of expertise. · 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. · Must still assist with taking phone calls for the DSC Tier 1 when needed, as determined by the Operations Manager, and maintain a 93% quality score.
· Facilitates the SRT processes. Skills and Qualifications:Two years of relevant work experience or system administration is preferred. Available 24 hours 7 days a week. Must be able to type 35 wpm. Must have advanced knowledge of Microsoft Office, PC and peripheral devices and the SNOW Ticketing System. Ability to obtain ADP level II trust agreement required. Knowledge of data communications protocols and utilities (TCP/IP), and rudimentary packet analysis, LAN/Wan hardware components, and software delivery tools and processes highly preferred.
Education:Must have a high school diploma or the equivalent. Associate or Bachelor’s degree in any related field highly preferred. Security plus required within the first four months of employment. Security Requirements:Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.
20.34 To 20.34 (USD) Hourly
