A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Field Support Technician Technical SupportAndover , MA |
ABOUT PRISM PRISM
is devoted to modernization and innovation across technology, security, and IT enterprise solutions. We are recognized for meeting performance requirements and exceeding customer expectations since 1994. Our culture is founded on relationships, opportunity, and success. Offering comprehensive benefit plans including medical, dental, vision, and 401K along with our people - first approach sustains our reputation as a premier employer. PRISM is seeking a Field Service Technician. This is an on-site position in Andover, MA.
KEY RESPONSIBILITIES
Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices. Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support. Provides on-site and remote technical support to approved seat service DCSA end users. Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices and network interface devices. In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users. Coordinates, resolves, and closes service requests beyond first call resolution. Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms. Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered. Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience. Tracks customer satisfaction benchmarks and metrics. Provides weekly, monthly, and customer service ad-hoc reports. Executes change management to perform smoother transition migrations. Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities. Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable. Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively. Personnel will be required to be on-site to support Classrooms and Staff Computers. When classes are not in session, half days should be dedicated to working future classroom demands. Working with Course managers on the class schedule. Walk-through Classroom and provide a list of what is required for full capacity classroom usage (i.e. dual monitors, laptops, docking stations, network in the room, cabling, and potentially even the future Wi-Fi).
Routines to be maintained:
Ghosting of computers and sharing the licenses for each laptop, validating each image correctly performed per instructors' request. Be able to sustain in tandem normal classroom support (ghosting, maintenance, and prep) at the same time, real-time classroom support while classes are in sessions as the day starts, during the day, and end of day. Personnel must be available to go in and engage directly in the classrooms to get the networks or the interface of computers working with the students.
REQUIRED QUALIFICATIONS
(SKILLS/EDUCATION):
BA/BS with 5+ years of relevant experience. IAT-II Certification (i.e., Security + CE or equivalent)
REQUIRED SECURITY CLEARANCE
Active Top Secret Clearance with SCI Eligibility PRISM is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
