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Jr. Technical Consultant
Technical Support Center
Seneca HQ, Vienna, VA
Full Time
Monday - Friday, 3 p.m. - 12 p.m.
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Job Description
The technical consultant must have a broad range of experience and expertise in application, operating system and network troubleshooting. Requires experience with Microsoft Office, Windows 95, Novell, and remote access. Experience with Windows NT, Macintosh OS, and graphics applications helpful. Primary responsibilities include:
Job Responsibilities
Problem Analysis and Resolution
- Log all calls and actions into the call management system with clear concise language.
- Analyze and resolve support requests according to the service level agreements with the caller, escalating when necessary.
- Troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring.
Communication
- Provide professional technical support to Seneca clients emphasizing customer service.
- Keep management informed of trends, significant problems and expected delays.
- Keep callers informed of global problems or scheduled downtime.
- Keep callers informed of progress on problems that can not be resolved at point of call.
Teamwork
- Promote teamwork by assisting other consultants with technical questions, and encouraging them to use the available resources.
- Assume the additional tasks of technical team lead for Seneca clients.
- Take an active role in weekly meetings, documenting IT problems and changes with the goal of ensuring that all technical consultants are informed.
Training
- Stay informed of technology advancements, especially those that will assist with providing quality support of Seneca clients.
- Participate in required training, technical as well as interpersonal.
- Provide training and mentoring to Jr. Consultants. Encourage Jr. Consultants to follow proper procedures and assist them to learn new troubleshooting skills.
Additional Skill Sets Required
- Must have advanced skills in application, operating system, and network troubleshooting.
- Experience with Microsoft Office, Windows 95, Novell, and remote access.
- Experience with Windows NT, Macintosh OS, and graphics applications helpful.
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