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Reference # : 17-00645 Title : Tier 1 Technical Support Analyst
Location : Falls Church, VA
Position Type : Contract
Experience Level : 2 Years Start Date / End Date : 06/16/2017 / 06/26/2017  
Description
 RCM Technologies is a leading provider of IT Business Solutions and Professional Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define, implement, and manage a broad range of technologies across multiple platforms, systems, and networks.
Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
RCM Technologies has an immediate need for Tier I Helpdesk Analysts.
This is a contract opportunity (6 months) with the potential to go direct with the Client. The work is based out of Northern Virginia.
Job Title: Technical Support Specialist
Location: US-VA-Falls Church
 
Overview:
The Technical Support Specialist serves as the first point of contact for pre-sales and post-sales support to clients. You will educate customers about the product and help them with setup and troubleshooting and escalate when necessary.
 
Responsibilities:
  • Answer support calls and emails, and guide clients through product setup, configuration and troubleshooting of equipment
  • Train clients on hardware and online portal, making recommendations for device setup that will maximize product success.
  • Provide Tier I  IT support and client training on a variety of networking configurations (basic knowledge of Networking, and Routers)
  •  Work directly with IT managers, wireless and Internet Service Providers to remotely troubleshoot network issues.
  • Document feature requests and defects and communicate them back to Product Management.
  • Participate in product testing to assist in the new product release process.
 
 
Qualifications:
 
Required Skills and Abilities:
  • Excellent phone manners, must be service and customer focused.
  • Superior communication skills – both written and oral
  • One to three years of IT helpdesk, account management or customer service experience.
  • Knowledge of networking technologies including wireless, firewalls, VPN, switches, network storage technology and network management.
  • Excellent communication and presentation skills, both oral and written
  • Analytical, organizational, prioritization and time management skills are critical to the candidate's success
Qualified candidates will be required to pass a drug and background screen.