Technician

Technician
Must be end user support techs

Location

13755 DIPLOMAT DR UNIT 300
Farmers Branch
TX
USA
75234

Skill Set required End User Support Tech
Length of Contract 9 months (possibly contract to hire)

Duties and Responsibilities
Participate in on call rotation
Provide accurate and timely updates to work tickets incidents and outages
Develop a command of ITIL service management practices and customization
Learn and develop expertise in inscope applications and platforms for areas supported (e.g. functionality
data reporting administration etc.)
Receive ticket and route end user support issues
Complete issue resolution
Document all support outcomes including resolution and notes
Participate in updating service policies and procedures (where needed)
Assist with commercial and custom system testing and debugging (new releases features etc.)
Communicate status of issues to users (verbally or digitally)
Learn and develop expertise in inscope applications
Provide the support to resolve incidents
Maintain awareness of SGWS system environment to ensure the highest level of service and support to the
organization
Support and maintain knowledgebase with current standards and resolution procedures

Minimum Qualifications
Bachelors or Technical Degree (computer science information systems software engineering or other industry related curriculum).
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
Ability to follow instructions
Strong networking skills including an ability to leverage relationships to solve problems
Strong problemsolving skills
Strong time management skills (i.e. works efficiently)
Delivers Results
Change agent
Collaboration/Teamwork
Critical Thinking
Analytical Skills

Job Description

Ability to work within a team environment as well as independently
Ability to understand application portfolio as well as how the different systems contribute to daily
business operations

Preferred Qualifications
Possess entry level industry certification(s)
Excellent verbal / written communication skills strong attention to detail
Ability to analyze and solve problems think outside of the box and grasp technical concepts
Ability to combine information or data to find relationships among seemingly unrelated events
Familiarity with ITIL concepts
Experience with ServiceNow or other support management software
Experience with Telephony tool

Specialized Skills and Technologies
Refer to Position Level Job Description for requirements at the position level Physical Demands
Refer to Position Level Job Description for requirements at the position level

Thanks and Regards
Murali Sharma
202.828.3494