Solutions Support Technician

Computer Aid Morrisville , NC 27560

Posted 3 months ago

Position Description/Responsibilities (CCC/Vendor)

As a Solutions Support Technician, you will ensure that all incidents are analyzed, resolved, and reported back within the promised timeframes.

  • Develops service strategy to mitigate software, hardware, and networking issues

  • Troubleshoots and resolves service issues via phone, web, and in-person channels

  • Ensures all incidents are resolved against SLAs

  • Reports on health of the help desk and support using uptime and ticket-related performance metrics

  • Partners with IT and business personnel to discuss the impact of incidents on products and services

  • Tracks and reports all open and closed incidents to leadership teams

  • Develops business support standards, processes and procedures, and guidelines for incident management

  • Evaluates trade-offs between issues using value, impact, and risk criteria

  • Proactively learns and trains other staff members on new product and service technologies

  • Excellent interpersonal skills

  • Maintain proper sense of IT security and report security violations to Systems Administrators as soon as a violation is known/discovered

  • Escalate problems (when required) to the appropriately experienced technician

  • Flexibility to work a varying schedule and hours as needed

  • Carry out special tasks at management's direction

Position Requirements/Technical Skills (CCC/Vendor)

Qualifications

  • Experience

  • Bachelor's degree in Computer Science or similar discipline or alternative technical certifications

  • Possess 3-5 years of experience with business operations, systems development, IT project management capacity or the equivalent combination of education and experience

  • Experience in using help desk ticketing software

  • Experience with incident troubleshooting and escalation

  • Experience working in a team-oriented, collaborative environment

  • Technical Capacity

  • Ability to be technologically current in processes, tools, and solutions

  • Familiarity with ITILv3 or related service delivery frameworks

  • Committed to providing quality products and services.

  • Project Management

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Conscientious about attending to detail

  • Ability to work with stakeholders to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

  • Communication Proficiency

  • Exceptional customer service orientation

  • Expresses information to individuals orally and in written-form, taking into account the audience and nature of the information.

  • Create and maintain templates and associated processes for repeatable and routine tasks.

  • Makes clear and convincing oral presentations; listens to others

  • Ability to read communication styles of team members who come from a broad spectrum of disciplines

  • Problem Solving

  • Identifies problems and determines relevant information to recommend resolutions

  • Uses sound judgment to evaluate and generate best practices

CAI IS EOE

Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.

CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.

EEO Statement:

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Enterprise Security Solutions Engineer

Phia

Posted Yesterday

VIEW JOBS 12/11/2018 12:00:00 AM 2019-03-11T00:00 <p><strong>OVERVIEW</strong>:</p><p>phia LLC is seeking a highly skilled Enterprise Security Architect to join our team of qualified, diverse individuals.This cadidate will provide technical leadership to deliver enterprise security architecture, engineering, and implementation. This role is action and solution oriented with an emphasis on email protection solutions and capabilities.</p><p><strong>DUTIES</strong>:</p><ul> <li>Architect, implement and operate email protection solutions across a large and diverse enterprise.</li> <li>Collaborate with business and IT staff to understand strategic and tactical business, application or service requirements then translate those into secure design solutions</li> <li>Provide guidance and leadership to determine, develop, plan, test, and implement email protection and security requirements for the enterprise</li> <li>Provide complex technical guidance, oversight, and enforcement of security directives, policies, standards, plans, and procedures</li> <li>Prepare justifications and business cases for recommendations on Cyber Security initiatives</li> <li>Develop project documentation including detailed security plans, security architecture designs, detailed security implementation and deployment plans, test plans, and security-focused operational procedures and training materials</li> <li>Provide guidance on integrating Presidential Executive Orders and governmentally mandated security controls into the strategic email security plan</li> <li>Develop and present program status / metrics to USPS management</li> <li>Identify roadblocks and propose effective solutions</li> </ul><p><strong>Requirements</strong></p><p><strong>REQUIRED QUALIFICATIONS</strong>:</p><ul> <li>Bachelor’s degree in a technical field required</li> <li>8+ years of proven experience improving enterprise messaging systems and reducing email threats and unwanted messages</li> <li>Experience with architecting, implementing and operating email protection services in large enterprises: boundary messaging gateways, security add-on tools for Microsoft Exchange, end-point solutions targeted specifically for email protection</li> <li>Ability to propose and implement creative solutions to eliminate malicious (e.g. phishing) and unwanted email (e.g. spam, “graymail”)</li> <li>Cross-functional understanding of email operations, security practices and the user experience</li> <li>Good communication skills, both oral and written</li> </ul><p><strong>DESIRED QUALIFICATIONS:</strong></p><ul> <li>10+ years of related technical experience</li> <li>Master’s degree in related field</li> <li>Active Secret or higher clearance</li> <li>Related certifications: CISSP, CEH, SFCP, GCIA, ISSEP, ISSMP, GCIH, GCFA, CSLC, CISM, CCNA, CCNP</li> </ul><p><strong>WORK SCHEDULE:</strong> Core Hours (8am-5pm; start/stop times flexible)</p><p><strong>TRAVEL</strong>: Minimal; &lt;5%</p><p><strong>TELEWORK</strong> <strong>ELIGIBILITY</strong>: Ad Hoc</p><p><strong>SECURITY</strong> <strong>REQUIREMENTS</strong>: Ability to obtain Public Trust or higher</p><p><strong>Benefits</strong></p><p><strong>COMPANY OVERVIEW:</strong></p><p>phia LLC ("phia") is a Northern Virginia based, 8a certified small business established in 2011 with focus in Cyber Intelligence, Cyber Security/Defense, Intrusion Analysis &amp; Incident Response, Cyber Architecture &amp; Capability Analysis, Cyber Policy &amp; Strategy, Information Assurance/Security, Compliance, Certification &amp; Accreditation, Communications Security, Traditional Security, and Facilities Security. phia also provides cyber operations support functions such as: Program and Process Management, Engineering, Development, and Systems Administration that allows for Cyber Operations to efficiently integrate our customer’s missions and objectives. phia supports various agencies and offices within the Department of Defense (DoD), Federal government, and private/commercial entities.</p><p>phia offers excellent benefits to enhance the work-life balance, these include the following:</p><p>· Medical Insurance</p><p>· Dental Insurance</p><p>· Vision Insurance</p><p>· Life Insurance</p><p>· Short Term &amp; Long Term Disability</p><p>· 401k Retirement Savings Plan with Company Match</p><p>· Paid Holidays</p><p>· Paid Time Off (PTO)</p><p>· Tuition and Professional Development Assistance</p><p>· Parking Reimbursement</p> Phia Morrisville NC

Solutions Support Technician

Computer Aid