Customer Support Technician

Become part of a team solving the most significant Cybersecurity & IT Challenges and helping keep the world’s largest and most elite brands safer from cyber threats.

At Maverc we have a powerful mindset based on our core values of being accountable, helpful, adaptable, and focused. Maverc Technologies is a proven and effective small business partner and consultant, recognized as a leader in providing cyber security and IT services to the Federal, State, and local Government and within the Intelligence Community.

Maverc Technologies is seeking a Customer Support Technician to support one of our State Agency customers.

Job Duties and Responsibilities

A successful candidate will be responsible for software and hardware support of workstation and networking devices. Provides technical advice, guidance and informal training to customers using hardware and software programs.

Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention.

Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Other duties include :

• Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
• Provides high level of customer service by providing status and information to the customer.
• Assigns service desk tickets to the appropriate technician or group for proper resolution and ensures all Service Level Agreements are met in a timely manner.
• Performs advanced troubleshooting to determine cause of problem.
• Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame.
• Works with staff on issues outside their areas of responsibility as needed.
• Provides hardware and software technical training and professional development for other Technicians as needed or assigned.
• Provides support and troubleshooting for networked devices with other Technicians as needed or assigned.
• Oversees, coordinates, and / or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc.
• Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned.
• Participates on statewide teams, both internal and external to the Office of Information Technology (OIT).
• Provide facts to facilitate the team's decision-making process and to achieve the team's goals.
• Shares information and receives feedback from other OIT staff as appropriate.
• Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls and keeps accurate records relating to service calls for maintenance or warranty repairs.

Installs, maintains, and supports specialized software applications as assigned.

• Performs, evaluates, and promotes research and testing of assigned special applications including both hardware and software.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
• Works in multiple teams as a team member

QUALIFICATIONS AND EXPERIENCE

• Must have 2 to 4 years of IT experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving / troubleshooting skills.
• Exceptionally self-motivated and directed.
• Excellent interpersonal skills.
• Ability to write technical documentation.

Education :

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.