Convert a Template to a Website

is looking for a support technician who is deeply committed to first rate customer and technical support. The ideal candidate will share our passion for prompt, friendly, competent resolution of our client's technical issues. S/he will be comfortable providing support via phone, email and, when necessary, client site visits. The support technician will be assigned Tier 2 -- 3 support cases, and some of the Tier 1 support cases. The ideal candidate is able to quickly learn new software and hardware in order to be effective in a variety of environments /systems. The Support Technician must be able to take a methodical and analytical approach to hardware and software troubleshooting. The ideal candidate is able to break problems into a series of logical steps resulting in a solution. This position will require some travel (10 -- 20%). Must be willing and able to support customers after hours and on weekends if an emergency warrants. Security clearance is preferred but not required. Secondary responsibilities will include creating documentation and tutorials, providing cross training to co-workers, and writing articles for the internal knowledge base. The right attitude is essential to the Customer Support Technician role. The right applicant will be strongly committed to delivering a positive customer experience and be able to think about problems from the customer's point of view. METRICS OF SUCCESS The Support Technician's performance will be measured primarily on the following metrics: response time, resolution success rate, and customer satisfaction. The Support Technician must be able to maintain or exceed the target metrics. REQUIREMENTS 1) Must have expert knowledge of Windows PC hardware and software environment 2) Must have system building experience 3) 3-5 Years of help desk and technical support experience a plus 4) 3-5 Years of customer service experience 5) Microsoft and CompTIA certifications a plus MAJORS OF GREAT INTEREST 1. Computer Engineering 2. Information Technology REPORTING STRUCTURE The Support Technician reports directly to the Service Manager. However, as a relatively flat/agile organization, we value team members willing to both lead and support projects/tasks that fall outside the scope of their roles. How to Apply: Put a color in title email. so we know you read it. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.