Job description

Role: DSS Field Service

Location: Colorado Springs, CO (80921)

Duration: Long Term

Job Description:-

· Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.

· Follow SLA guidelines and maintain high-level customer satisfaction

·Installing and configuring computer hardware operating systems and applications.

·Supporting printers, cell phones, Cisco handsets

· Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.

· Act as a focal point for conferencing issues, global company meetings and town halls.

·Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.

·Working continuously on a task until completion (or referral to third parties, if appropriate).

· Identifying opportunities to increase Tier 2 resolution and efficiency

·Perform related duties consistent with the scope and intent of the position

·Provide VIP support (Executives lower than C-Suite)

· Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.

· Follow SLA guidelines and maintain high-level customer satisfaction.

·Installing and configuring computer hardware operating systems and applications.

· Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.

·Prioritizing and managing walk-up counter support for multiple users at single instances

· Act as a focal point for conferencing issues, global company meetings and town halls.

·Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.

·Working continuously on a task until completion (or referral to third parties, if appropriate).

·Identifying opportunities to increase Tier 2 resolution and efficiency.

·Perform related duties consistent with the scope and intent of the position.

· Perform IT security remediation

· Manage customer escalations

· Support administration of computing environment

· Manage cases with external parties (e.g., Cisco TAC)

Job Type: Contract

Salary: $17.80 - $22.02 per hour

Schedule:

• 8 hour shift

Experience:

• Field service (Required)

Work Location: On the road

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