Description:

Client First Technologies currently is seeking a Customer Service Technician with experience supporting enterprise users of computer applications and systems. The Customer Service Technician will utilize their troubleshooting skills to help end users resolve their issues, including coordinating Tier III escalation as appropriate. This is a full-time, on-site position located at the client site in Washington, DC. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

Responsibilities

Perform first call resolutions for common issues, customer training, and advanced (equivalent to Tier II support) troubleshooting and support
Record tickets and maintain ticket status in ServiceNow
Analyze software and business applications; troubleshoot issues
Follow up with customers ensuring their issues and requests are resolved
Work cooperatively and independently to research and document issues and solutions
Work collaboratively with multiple enterprise teams to provide complete support to the end user
Walk customer through problem-solving process

Requirements:

Qualifications

High school diploma or equivalent
Minimum of one (1) year of technical support experience
Experience supporting end users in a help desk role preferred
Experience with Microsoft Office
Experience with ServiceNow preferred
High-level communication skills
Ability to troubleshoot medium complexity software issues
Must be able to work quickly with a high degree of accuracy with cross-functional teams

Required Clearances and Screenings

This position is subject to a government background investigation and must meet eligibility for a position designated with a Tier 4 background investigation (BI). A current Tier 4 BI (or equivalent) is preferred.

Physical Demands

Must be able to sit and stand for extended periods of time
May need to lift items up to 50lbs
Occasional travel and overtime may be required

Client First Technologies

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