Customer Service Technician

Description:

Client First Technologies currently is seeking a Customer Service Technician with experience supporting enterprise users of computer applications and systems. The Customer Service Technician will utilize their troubleshooting skills to help end users resolve their issues, including coordinating Tier III escalation as appropriate. This is a full-time, on-site position located at the client site in Washington, DC. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

Responsibilities

• Perform first call resolutions for common issues, customer training, and advanced (equivalent to Tier II support) troubleshooting and support
• Record tickets and maintain ticket status in ServiceNow
• Analyze software and business applications; troubleshoot issues
• Follow up with customers ensuring their issues and requests are resolved
• Work cooperatively and independently to research and document issues and solutions
• Work collaboratively with multiple enterprise teams to provide complete support to the end user
• Walk customer through problem-solving process

Requirements:

Qualifications

• High school diploma or equivalent
• Experience supporting end users in a help desk role preferred
• Experience with Microsoft Office
• Experience with ServiceNow preferred
• High-level communication skills
• Ability to troubleshoot medium complexity software issues
• Must be able to work quickly with a high degree of accuracy with cross-functional teams

Required Clearances and Screenings

• This position is subject to a government background investigation and must meet eligibility for a position designated with a Tier 4 background investigation (BI). A current Tier 4 BI (or equivalent) is preferred.

Physical Demands

• Must be able to sit and stand for extended periods of time
• May need to lift items up to 50lbs
• Occasional travel and overtime may be required