PC Support Technician I **INTERNAL APPLICANTS ONLY**

INTERNAL APPLICANTS ONLY

About the role

Troubleshoots and resolves reported user incidents and fulfills user requests within the Army Information Technology Metrics Program. Maintains assigned tickets in the Service Desk Work Order application. Provides onsite support and remote support with approved tools. Follows and executes documented processes, answering incoming user calls, routing tickets for approval, and providing technical assistance for customers. Maintains an issue/resolution knowledge base. Performs other duties as required to complete the assigned mission. This position is covered under the Collective Bargaining Agreement.

Responsibilities

• Provide onsite and remote technical support using approved tools
• Answer incoming user calls and route tickets for approval
• Maintain issue/resolution knowledge base
• Execute documented processes for incident resolution and request fulfillment
• Deliver excellent customer service with a well-mannered attitude
• Cross-train in other areas and use "down-time" effectively
• Work all shifts, weekends, holidays, and overtime as needed to support test missions
• Comply with safety, security, and company policies
• Work in a team setting while maintaining professional relationships

Requirements

• High school diploma or equivalent
• Minimum of one (1) year direct related computer support experience (relevant schooling may be substituted)
• Experience providing computer-related customer service
• Experience troubleshooting and resolving computer-related issues
• Experience supporting current Microsoft Windows operating systems, Microsoft Office, PC-compatible laptops and desktops, personal and network printers, and web browsers
• Must obtain CompTIA Security+ and Windows OS certifications within six (6) months of hire
• Valid driver's license without special restrictions
• Dependable transportation and communication means
• Ability to speak, write, read, and understand English
• U.S. citizenship
• Ability to obtain and maintain a security clearance
• Must be a current TRAX employee or affiliate subcontractor for internal postings

Physical Requirements

• Pass pre-employment drug screening and physical
• Ability to work in an office setting and occasionally outdoors
• Capable of sitting at a computer and typing for long periods
• Ability to lift and carry 30 lbs unassisted

Pay

$30.31 per hour

Additional Desirable Qualifications

• CompTIA A+ Certification
• Enterprise-level PC support in a related industry
• Help Desk call center experience