• Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
• Assists with navigating around application menus, may be required to remote into customer's computer.
• Troubleshoot network connectivity issues, working with remote employees on a corporate network.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.

Skills and Experience Needed:

• High School Diploma or equivalent required.
• Security Requirement – Must be US Citizen and possess a US Government Secret security clearance or have the ability to obtain a US Government Secret security clearance, prior to hire. *
• Previous computer technical support preferred.
• Must possess current CompTIA A+ CE, Network+ CE or Security+ CE certification.
• MCP, Dell or other industry identified certifications are preferred.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
• Must be willing to work all shifts. The operations we support are 24/7/365.

**Due to estimated time of 120 days to obtain a Secret clearance; candidates who do not presently have an active Secret will be considered for future opportunities.