Technical Support Specialist (Tier I / Tier II Support)

Job Title: Technical Support Specialist (Tier I / Tier II Support)
Location: Kansas City ,MO (Onsite)
Duration: 7 + Months

Salary Range: $20.00 - $24.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2.

Clearance : Active Public Trust clearance.

Summary:

• Provides technical support to end users for personal computers, system communications (LAN/WAN) and/or software applications (packaged products/custom applications to comply with established service level agreements).

Job Responsibilities:

• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Required Skills:

• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
• Basic ability to work independently and manage one's time.
• Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software.
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.

Education/Experience:
• 2-5 years experience required.
Additional Requirement:

• Candidates must have active Public Trust at time of hire for this role.