The ideal candidate should have the following:
Possession of a 2 year degree or an appropriate equivalent, plus three years of experience in an inbound call center environment (Additional experience as described in the examples of duties may be substituted on a year-for year basis up to a maximum of four years for the required education.)
Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
Experience with remote troubleshooting preferred
Supervising and providing feedback to helpdesk technicians
Supervising the daily operations of the call center
Serve as "2nd Level" support for Help Desk technicians
Provide metrics reporting to Technology Support Manager
Maintaining documentation for processes and procedures
Communicate with all levels of customers verbally and in writing
Troubleshooting computers, peripheral equipment and software
Proactively provide peer support
Follow BCPS Board and department policies and procedures
Assist help desk technicians as needed with organizing and prioritizing tasks
Communicate technical issues, risks, and approaches
Work as part of a team
Attend trainings facilitated by other DoIT departments to gain knowledge that will be shared within TSS
Create procedures for the call center
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Assists clients with resolving device related issues via telephone support
Records activities in the service desk software system
Creates and validates internal supported system documentation submissions
Communicate technical issues, risks, and approaches to clients and helpdesk technicians
Possession of a valid class C Maryland driver's license or an equivalent is required
Knowledge of computer operations and support
Effective verbal and written communication skills
Knowledge of operating systems, software applications, hardware equipment, cabling components, and some A/V equipment
Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
Skill in providing technical assistance, guidance, and training to users of varying levels of
Skills and Abilities
Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
Skill in establishing and maintaining effective working relationships
Skill in effectively prioritizing assignments and tasks
Skill in communicating clearly and effectively
Proficiency with Microsoft Office productivity tools
Ability to provide consistent quality customer service
Ability to deescalate customers
Ability to maintain confidential information
Ability to supervise a team of helpdesk technicians
Computer Aid, Inc.
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. For more information on our professionals, services, and industries we support, please see our website www.compaid.com.
CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.