Tier II Technical Support (676804)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 17866
- No Third Party Agencies
- $33 per hour 1099, $26 per hour W2 + benefits
- 100% On-site in Coal Township, Pennsylvania
- Job Id: OST-676804
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2022 fiscal year with yearly extension based upon performance
Short Description
The Commonwealth of Pennsylvania’s Department of Corrections (DOC) is seeking a Tier II Technical Support to monitor and assign the team’s support issues. The ideal candidate will possess 5+ years of tier II technical support for hardware and software, and 5+ years of call tracking and ticketing software, 5+ years of providing user training, documentation, and manuals.
Required Skills/Years of Experience
- Bachelor’s degree in IT or related field or equivalent experience
- 5+ years of experience performing tier II technical support for hardware and software
- 5+ years of experience with call tracking and ticketing software
- 5+ years of experience providing user training, documentation, and manuals
- 5+ years of experience managing and assigning support issues
Complete Description
The Commonwealth of Pennsylvania’s Department of Corrections (DOC) is seeking a Tier II Technical Support to monitor and assign the team’s support issues. The ideal candidate will possess 5+ years of tier II technical support for hardware and software, and 5+ years of call tracking and ticketing software, 5+ years of providing user training, documentation, and manuals.
The Tier II Technical Support will be tasked to:
- Manage expectations for end-users and executive sponsors
- Ensure quality standards are followed
- Monitor and assign the team’s open backlog of support issues
- Act as the escalation point for high priority support issues
- Make recommendations for policies on system use and services
- Call software and hardware vendors to request services
- Act as a subject matter expert for one or more custom or COTS applications
- Research alternate approaches to existing software and hardware
- Test software and hardware to evaluate ease of use
- Write software and hardware evaluations and recommendations
- Write or revise user-training manuals and procedures
- Develop training materials
- Train users on software and hardware on-site or in classroom
- Provide technical assistance, support, and advice to end-users
- Investigate and resolve computer software and hardware problems
- Collaborate with the team to research problems and find solutions
- Guide users through diagnostic procedures
- Use call-tracking software and systems
- Maintain current industry knowledge
- Apply strong customer service skills
- Work in a team environment
- Use strong communication skills
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required