Benefits:

Competitive salary

Dental insurance

Health insurance

Paid time off

Parental leave

Training & development

Tuition assistance

Serves as the initial point of contact for IT user support needs. Troubleshoot customer technical incidents in a remote support environment and provide limited desktop support to clients to assist in resolving and/or analyzing reported incidents. Provides day-to-day supervision for staff according to their technical specialty and may provide technical training to clients and Support Center personnel.

Representative Work Functions and Responsibilities

Provides a rapid response to reports of service interruptions, outages and service requests (incidents) received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).

Records required user and incident information in the Service Desk Management System;

tracks the status of open service tickets using the Service Desk Management System.

Establishes the priority of recorded incidents and resolve common client service requests using available resources;

determines the most effective manner to resolve the client’s reported incident.

Assists other Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.

Elevates complex and/or high priority incidents to the appropriate support groups for resolution.

Verifies that suggested solutions effectively resolve the users’ reported incidents;

updates the Service Desk Management System with the most current information;

closes calls in the Service Desk Management System.

Maintains the technical information databases (knowledge base) used by the Support Center Manages specific individual projects as assigned;

may also be periodically assigned to work as a resource on a ComIT-managed Project Team and/or to serve as a subject matter expert for ComIT managed Projects.

Minimum Qualifications

Any combination of education and experience (above the high school level) equivalent to a minimum of three (3) years in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Must have, or obtain, a current and valid Virginia or North Carolina driver’s license in accordance with Virginia or North Carolina DMV driver’s license eligibility requirements.

Preferred Qualifications Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Tier 1/ Level 1 Support.