Technical Support Specialist Job at The Excalibur Group, Dulles, VA

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  • The Excalibur Group
  • Dulles, VA

Job Description

The Excalibur Group is currently seeking Technical Support Specialist I in Dulles, VA to support a local contract .

**Will be subject to a background check prior to employment.

DUTIES/RESPONSIBILITIES
  • Receives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems.
    • Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.
    • Performs related duties.
  • Responds to IT related service requests (user problems, incidents, issues, requests and queries).
    • Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).
    • Assesses the problem; works with users to troubleshoot the nature of reported problem. 
    • Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications and other equipment/items used throughout the Airports Authority.
    • May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution.
    • May use remote access software to remotely work on the user’s equipment.  Documents completion or progress in ServiceNow.
    • Supports Deskside Operations Team with ticket response and resolution. Must understand basic hardware troubleshooting and incident-resolution for hardware and software PC-related incidents.
  • Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices.  Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.
  • Maintains currency in technical and service skills.  Works to increase technical knowledge and proficiency.  Pursues additional, work-related certifications.
  • Uses a computer and (a) modern office suite software (such as MS Office) to communicate (email), plan, schedule, word process, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for time and attendance reporting, and other functions; and (c) special systems/software such as ServiceNow used in the Division for ticket tracking.
  • Performs other duties as assigned. Nothing in this job description restricts MWAA’s right to assign or reassign duties and responsibilities to this job at any time.
REQUIREMENTS:
  • A high school diploma, a certificate of General Educational Development (GED), or an equivalent combination of education, experience, and training.
Preferred Qualifications:
  • Associate’s Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).
HOURS OF OPERATION
Must have flexible schedule , hours may vary (M-Fri with some weekends)
Overtime is expected and shift changes
Travel required

HOW TO APPLY
If interested in this opportunity, please apply on our website by visiting  .
Preference will be given to all qualified applicants who live in a federally certified HUBZone.

**The Excalibur Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.**

 

Job Tags

Contract work, Local area, Remote job, Flexible hours, Shift work, Weekend work,

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