at Kansas City National Security Campus in Overland Park, Kansas, United States
Job Description
Duties and Responsibilities- Handle escalated tickets from Tier 1.
- Performs customer support, training, and troubleshooting activities for various IT services.
- Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
- Escalates issues that require more detailed analysis to more experienced personnel.
- Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
- Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
- Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
- May perform periodic audits with both internal and external auditors.
- Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
- Assists in training activities required for various capabilities in support of business and customer needs.
- 3 years of related information technology work experience.
- High School Diploma required.
- Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
- Regular and reliable attendance is an essential function of this job.
- Ability to travel up to 10% of the time.
- Ability to work on-site as directed by management and is determined by the needs of the business.
- United States Citizenship with the ability to obtain and maintain, a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
- Associates degree in computer-related field or equivalent IT work experience.
- Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
- General knowledge of desktop computer systems.
- Intermediate skills for identifying and resolving technical problems.
- Skill in using operating system software, companion software and utilities.
- Effective communication skills, interpersonal and customer-service skills.
- Some positions within this classification may require unique computer skills.
- FMT2021
