Description

To quickly troubleshoot and resolve reported issues over the phone or remotely in order to minimize end user downtime and increase productivity, and provide a world class customer experience. The ability to communicate in positive manner and mentor junior colleagues.

Job Responsibilities

Always maintain a positive attitude and professional manner when dealing with customers, colleagues and managers
Thorough understanding of NARA environment, unique needs and applications
Expert ability to troubleshoot and resolve hardware or software issues for desktops, laptops, tablets, mobile devices, phone systems, conference room technologies and associated peripherals; maintaining NARA authorized local server and infrastructure racks; including cabling, hardware installation, power management, etc.
Follow defined Incident Management Workflow and process (i.e. creation, update, escalation, resolve)
Accurately track and document inventory changes as often as contractually required
Provide after hours and on-call support as needed or scheduled
Perform additional duties as required to include Tier 1 – 2 support as part of the service desk queue.

Qualifications

Troubleshoot, prioritize, research and document user problems thoroughly and accurately in accordance with documented procedures to include appropriate escalation handoff; keeping of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction
Bring reoccurring user issues and solutions to management’s attention
Acquire and maintain a highly competent level of knowledge on relevant products, current support policies, and methods of support delivery
Author knowledge management articles in order to bring efficiency to the department
Meet individual monthly metrics as assigned by management and overall team metrics
Maintain inventory of assets
Monitor local NARA authorized servers, UPS, and other NARA enterprise equipment.
Support and troubleshoot NARA authorized server and network infrastructure at supported locations and work with escalated tiers to resolve incidents

About Company

22nd Century Technologies, Inc. (TSCTI) is one of the fastest-growing IT services integrators and workforce solutions providers in the United States. Founded in 1997, TSCTI is a Certified National Minority Business Enterprise (MBE) with a workforce of over 6,000 professionals, including more than 600 cybersecurity subject matter experts (SMEs), supporting clients across all 50 U.S. states, Canada, and Mexico.

Headquartered in Princeton, New Jersey, and McLean, Virginia, TSCTI operates through 14 offices nationwide. Our commitment to quality, security, and operational excellence is reflected in our adherence to industry-leading standards and certified mature processes, including CMMI Level 3 for Development and Services, ISO 20000, ISO 27001, and ISO 9001.

With a strong focus on the public sector, TSCTI currently supports 14 of the 15 Federal Executive Departments, 37 additional federal agencies, all 50 state governments, more than 115 local government agencies, and 37 school districts. Over the past three years, we have significantly expanded our commercial footprint and now serve more than 80 Fortune 500 and commercial clients.

Recognized by Forbes as one of the “Best Companies to Work For,” 22nd Century Technologies consistently exceeds client expectations through a customer-centric approach, delivering exceptional talent and innovative solutions while fostering a culture that motivates, values, and empowers its employees.