Position Description:

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Essential Job Functions:

Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically
• submitted requests
• Provides polite and customer friendly service support for problem resolution
• Attempts to resolve as many incidents as possible during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types of Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Shifts Available:

Days: 6:00am - 2:00pm

• One weekend shift per month is mandatory OT.
• Candidate will initially train on day shift (6:00am - 2:00pm) for as much as 6 - 8 weeks.

Clearance Required: TS/SCI/CI Polygraph

Baseline Certification:

• Security+ or other technical certification to meet 8570 IAT II compliance required

One of the following must be obtained within 120 days of start:

• A+ CE (CompTIA)
• HDI-CSR (Customer Service Representative)
• HDI-SCD (HDI Support Center Director)
• HDI-SCA (HDI Support Center Analyst)
• ITIL Foundation
• Microsoft Office 365

Education/Experience: High School Diploma + 3 years of relevant experience, Associate's Degree + 1 year of relevant experience, or Bachelor's Degree or higher + 0 years of experience. Must have prior Help Desk experience.

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.