Technical Support Specialist III

SUMMARY : The Technical Support Specialist III is a customer service role providing support for VSE employees globally. The duties include customer service and support; account and access control management; hardware and software diagnosis; workstation setup and burn-in; repair of laptops, desktops, and network components.

Responds and follows-up on employee support issues provides timely and professional desktop support to all VSE employees. This role serves as an escalation point of contact for the service desk and will need to use creative troubleshooting skills. Aptitude for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist III is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES :

Responsibilities include, but are not limited to :

• Manages service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Diagnose, configures, installs, and supports desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Assist service desk supervisor in reviewing, and assigning service request tickets to team members, and oversees progress to ensure Service Level Agreements (SLA) are met.
• Analyze the incident management system data to determine patterns of issues or problems; research solutions and develop recommendations to resolve or escalate to others for further analysis.
• Tests all work and involves the customers in acceptance testing to ensure their systems are fully functional and their needs have been met.
• Adheres to change management processes, and proactively assesses, and executes changes to technology infrastructures that enhance overall system functionality, stability, and performance.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to employees.
• Research and provide support for escalated calls from other Technical Support Specialist team members and other IT support staff.
• Provides training and mentoring to technical support specialist team members and others in and across departments as needed.
• Creates and maintains updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents.
• Assist employees with audio / visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS :

PREFERRED REQUIREMENTS :

OTHER :

VSE is an Equal Opportunity / Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

At VSE, we don't just hire employees; we nurture careers and champion well-being. We understand that our success is driven by the people who make up our incredible team, and that's why we're committed to providing a workplace that goes beyond just a job-it's a place where you can truly flourish. When you choose VSE, you're choosing a company that prioritizes YOU.

Let us tell you why :

Time Off : Enjoy Paid Time Off to relax and recharge.

Family Support : We offer Paid Maternity Leave and Paid Bonding Leave, along with access to our Employee Assistance Program, ensuring your family's well-being.

Education : Pursue your educational goals with Tuition Reimbursement for Undergrad, Technical, and Graduate Programs.

Financial Security : We offer a 401(k) and Employee Stock Purchase Plan to secure your financial future.

Healthcare : Your health is essential, and we provide Health, Dental, and Vision Care.

Flexible Spending : Take advantage of HSA, FSA, and Dependent Care plans for added flexibility.

Insurance : We've got you covered with Short-Term and Long-Term disability insurance.

Competitive Salaries : Your hard work is rewarded with competitive salaries. Ready to be part of a company that values you as much as your skills and expertise?

Join VSE and let's take your career to new heights while ensuring your well-being every step of the way. Come grow with us. Your future begins here. Apply TODAY!