Service Desk Technician Spec - San Dimas, United States - QTC Management, Inc.

QTC Management, Inc.
QTC Management, Inc.
Verified Company
San Dimas, United States

1 day ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Leidos QTC, is seeking a
Service Desk Technician Specialist to provide first level internal customer support by quickly and accurately managing incidents in a timely manner.


This position will ultimately be remote, but will require you to be onsite in San Dimas, CA for the first 30 days.


Leidos QTC Health Services is the nation's largest provider of disability and occupational health examination services. We are PASSIONATE about our country's veterans, UNITED as a team and INSPIRED to make a difference.


Position Responsibilities:


  • Provide first level contact and resolution of issues for users in all locations nationwide
  • Quickly and accurately manage incidents in the system, gather required information, document and determine scope and impact
  • Troubleshoot and resolve System/Application issues in a timely manner (e.g., password resets, software/hardware support request, etc.)
  • Followup with customers, provide feedback and see issues through to resolution accurately tracking all service interactions
  • Effectively maintain established Service Level Agreement for IT Automated Call Distribution (ACD) and Helpdesk ticket SLA's
  • Provide live support for internal users as well as external customers using remote support/collaboration tools
  • Review and modify incidents and ensure proper categorization
  • Collect required information for escalation including prioritization, user communications, testing and validation of the issue/resolution
  • May provide advice and demonstrate user of software/hardware to end users
  • Use sound decisionmaking process to solve problems
  • Working knowledge of phone support using remote support/collaboration tools
  • Strong and timely written and verbal communication skills
  • Strong customer service skills both verbal as well as written
  • Solid organization and planning skills, with strong attention to detail
  • Ability to effectively prioritize workload and multitask
  • Advanced knowledge of MS Windows, MS Office Suite, E-Mail clients, MS Active Directory role/function and Web Browsing techniques
  • Advanced knowledge and practical usage of Networking protocols (e.g., TCP/IP, DHCP, DNS, etc.)
  • Advanced knowledge of network printer configurations
  • Ability to effectively document (e.g. User Guides, Admin Guides, IT procedures)
  • Ability to perform basic hardware troubleshooting and connectivity issues

Required:


  • High School Diploma, or equivalent GED
  • 35 years of relevant professional experience. A combination of additional experience/education may also be considered
  • Experience with PC Support/Helpdesk
  • Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Pay and Benefits:


  • Pay Range: $27 $30 per hour w/ 6% bonus eligibility_


The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary.

Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Leidos QTC Health Services. is a VEVRAA Federal contractor and an Equal Opportunity Employer.

The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation.

The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.


  • This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish informatio
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