IT Operations Technical Support I Mt. Crawford, VA
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn:
/lumentechnologies, Twitter:
@lumentechco, Facebook:
/lumentechnologies, Instagram:
@lumentechnologies and YouTube:
/lumentechnologies.
The Role
Provides support to end-users for PC hardware, operating systems, software applications, peripherals and installations. Responds to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems. Daily operational requirements include excellent communications and customer service skills. Position requires individual to closely interact with end users diplomatically and technically.
Work hours and days to be established by contract requirements. Overtime will be required for this position as necessary for after hour support.
The Main Responsibilities
Day to Day Operation Skills
- Provides on-site service support, installation, configuration and problem resolution in PC /Network environments.
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for end users.
- Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
- Good understanding of OS; Windows XP/ Windows 7/10 issues
- Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.
- Experience with end user support using remote support tools
- Ability to update device bios or drivers
- Ability to effectively research issues encountered and effectively resolve
- Ability to interact with resolver groups to diagnose and resolve problems when possible.
- Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
- Ability to support end user mobile smart devices i.e.:
Apple iPad, Apple iPhones, Tablets - Works under the guidance of Team Leader and Senior Technicians
Technical Knowledge:
- Windows XP, Windows 7, Windows 8, Windows 10
- Office 2007, 2010, Office 365
- Networking TCP/IP, Remote Connectivity VPN
- Basic hardware troubleshooting skills
Skill/Ability Knowledge:
- Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
- Experience utilizing remote support tools for end user support; diagnostic and repair
- Ability to troubleshoot, configure end user mobile devices i.e.:
Smart Devices, iPad, iPhone, Tablets - Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.
- Interpersonal:
Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation. - Experience:
Entry Level - Five years providing end user Desk side computer support. - Experience or knowledge in two or more of the following areas:
Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365.
What We Look For in a Candidate
- Entry Level 5 years experience providing Deskside support to end users
- Associates Degree / Technical School graduate or equivalent Military experience considered
- Excellent Customer Service Skills
- Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues
- Experience in providing end user support utilizing remote management tools
- Ability to support end user mobile smart devices
- Ability to perform installation, move add and changes to end user desktop environment
- Ability to diagnose, troubleshoot and resolve end user network connectivity issues
- Excellent communication skills both written and verbal.
- Ability to work independently prioritizing daily operational objectives for support
Preferred Requirements
- Active Directory experience
- Windows XP , Windows 7, Windows 10
- Office 2007, 2010, O365
Requisition #:
241693
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses ). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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