Senior Technical Support Representative
Business Group Highlights
The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.
We are looking for a Technical Support Representative, in a cybersecurity environment, who will provide technical and network security problem resolution to end-users (customers) by performing a diagnosis while guiding users through solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. In this role, youll demonstrate a sound knowledge of infrastructure support, diagnose and resolve problems quickly. In addition, you must be demonstrating the patience to communicate with a variety of interdisciplinary teams and wide range of stakeholders. The candidate will be supporting end users during troubleshooting activities as well as interacting directly with operating systems, hardware, and software to provide updates.
Deliver service and support to end-users using and operating automated call distribution phone software. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates
Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades. Create and implement new processes to improve efficiency and customer satisfaction while reducing costs
Requires High School level plus some specialized training. 5-6 years of experience.
College degree a plus. Strong communication skills and ability to remain calm and professional in all circumstances. Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures. Working knowledge of PC and Mac operating systems and Microsoft Office Applications. Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery. Knowledge of BMC Remedy and similar software. Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Effective listening skills; Multi-tasking capabilities
What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.
Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.
Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.
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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)