IT Technical Support Specialist Associate Active TSSCI Required

Job Title: IT Technical Support Specialist Associate

Job Location: Boulder, CO

Job Type: Long term Contract
Note: Only USC can apply.

Note: US CITIZENSHIP IS REQUIRED

Job Responsibilities:

• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully.
• Exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
• May act as a lead worker in the IT Technical Support area coordinating efforts amongst other team members.
• Solve computer workstation problems following established policies and procedures.
• Maintain appropriate documentation records (both hardcopy and on-line).
• May develop procedures for the efficient operation of the IT Technical Support functions and participates in process improvement activities.
• Maintain documentation records to log and track problems and resolutions as appropriate.
• Consistently provide basic IT-related troubleshooting and end-user support.
• Solve IT-related issues and execute predefined requests per established policies and procedures.
• Leverage tools and processes in place to quickly and effectively resolve end-user questions or issues.
• Create or update knowledge-based articles to reflect current data and processes. Archive outdated knowledge articles as older processes become obsolete.
• Answer and record all phone calls directed to the IT Technical Specialist; maintain documentation records to log and track problems and resolutions as appropriate.
• Participate in the IT Technical Specialist call center queue and consistently meet call center metrics
• As a first level of IT troubleshooting, provide phone support to end user and escalate to other IT teams as needed.
• Remotely troubleshoot personal computer and peripheral equipment.
• Provide Application Support and Identity Management for assorted Applications
• Maintain a regular and predictable work schedule.
• Establish and maintain effective working relationships within the department, the SBU/SSU and the Company. Interact appropriately with others to maintain a positive and productive work environment.
• Perform other duties as necessary.

Required Skills:

• High School diploma or equivalent.
• Each higher-level related degree, i.e., Bachelor's or Master's, may substitute for two years of related experience. Degree must be from a university, college, or school which is accredited by an agency recognized by the US Secretary of Education, US Department of Education.
• Active TS/SCI required.

Skills :