Job Description
OVERVIEW :
The selected candidate will provide detailed call / problem documentation of reported incidents utilizing Change, Asset and Problem Reporting in the ticketing system.
Problem reporting in the ticketing system is required in both real-time voice and emergency notifications. The candidate will identify and report on a wide variety of hardware, software, mainframe access and print problem determination / escalation.
Additionally, the individual will dispatch all vendor hardware tickets as established by previously defined priority levels.
GENERAL DUTIES :
- Provide detailed call / problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS).
- Issue problem reporting in the CAPRS is required in both real-time voice and emergency notifications.
- Identify and report on a wide variety of hardware, software, mainframe access and print problem determination / escalation.
- Initiate dispatch on all vendor hardware tickets as established by previously defined priority levels.
Required Skills
REQUIRED QUALIFICATIONS :
- High School or equivalent
- Minimum 1 year Call Center Experience
- Active Comp TIA A+ or HDI-CSR Certification
- Minimum 1-year Windows Operating System workstation / server experience
- Minimum 1-year Microsoft Systems Management Server (SMS) 2.0 experience
- Minimum 1-year Microsoft Exchange / Outlook client / server applications experience
- Minimum 1-year TCP / IP
- Minimum 1-year High-speed Backbone Network Service (VBNS) experience
- Multi-Protocol Label Switching (MPLS)
- Minimum VoIP and Cisco routers
- The candidate will also be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents within 2-4 weeks of joining the company.
- Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. We will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).
- In compliance with Executive Order 14042, any successful applicant for this position must be fully vaccinated against COVID-19 or obtain an accommodation from the vaccination requirement based on disability or sincerely held religious belief, on or before the start date.
CLEARANCE :
US Citizenship required
About Procession Systems
About us
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