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Overview:

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SC-B Consulting, Inc is a small business that provides business management, software engineering, and analytical consulting services primarily in facility management and energy. Our primary customers are federal and state government agencies.

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Description:

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SC-B Consulting, Inc. is seeking an IT Help Desk and Application Support Technician to provide fast and useful technical assistance to users of a web-based facility sustainment system. The technician will answer day-to-day queries on basic technical issues and offer advice to solve them.

An excellent Help Desk technician must have good technical knowledge and be able to communicate effectively both verbally and in writing. He or she must also be customer-oriented and patient.

This person will serve at the lead person of the Help Desk Team after a period of learning and familiarization.

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Responsibilities:

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• Serve as the first point of contact for customers seeking technical assistance via phone or email.

• Respond to telephone and email requests for technical support.

• Provide support to end-users for application, system, and access issues.

• Perform remote troubleshooting.

• Determine optimal solutions based on details provided by customers.

• Identify, research, and resolve technical problems of moderate complexity.

• Provide accurate information on IT products or services.

• Direct unresolved issues to higher support tiers and identify and escalate situations requiring urgent attention.

• Pass on any feedback or suggestions by customers to the appropriate internal team; inform management of recurring problems.

• Identify and suggest possible improvements.

• Prepare activity reports and provide monthly reporting on requests received.

• Enter case information in a request racking system.

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Education, Experience and Skills:

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• Ideal candidates will hold a bachelor’s degree or have a minimum of five years relevant experience.

• Good understanding of computer systems and mobile devices.

• Ability to diagnose and resolve basic technical issues.

• Customer-oriented, thoughtful, and even tempered.

• Knowledge and experience with customer service practices.

• High degree of integrity, professionalism, and confidentiality associated with proprietary information.

• Solid organizational and time management skills, including attention to detail and multi-tasking.

• Excellent client-facing and internal communication skills.

• Strong working knowledge of Microsoft Office Products.

• Experience with help desk ticket tracking systems.

     

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Any additional questions may be directed to careers@sc-binc.com.