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Jr./ Senior Level Technician
Ref No.: 18-03253
Location: Mclean, Virginia
Job Title: Field Support Technician
Location: Alexandria, VA
Monitoring the Desktop Field Support (Client) queues for all HW/SW tickets received directly from the Helpdesk, email or other sources.
Distribute tickets to Client Field Technicians, so a balanced load is achieved.
Follow-up with Client Field Technicians to get updates entered in a timely manner.
Assign, update, and resolve any EAMS related tickets during the shift in a timely manner for the Client group.
Create/Maintain any needed reports from the Client queue.
Respond to end-user telephone or email support requests as quickly as possible.
Escalation of user issues and/or complaints to Client management as needed.
Follow-up via email and telephone on all unresolved Client EAMS tickets on a daily basis.
Update fields in EAMS tickets to correctly reflect the true nature of the problem and/or to correct missing or wrong information.
Alert technicians and management to tickets that are critical to missing the 4-hour service level agreement.
Create change requests as needed.

• Exceptional verbal and written communication skills are required. Must have the ability to communicate effectively to multiple individuals at any given time.
• Must have excellent email, telephone, customer service skills and organizational skills.
Technical Requirements:
• Minimal experience with troubleshooting and repair of various PC platforms using Microsoft operating system required.
• Call Center or Help Desk experience is required.
• EAMS (Remedy) experience with ticket creation, updating, and monitoring queues desired.
• Desired are: 1–2 years of progressive computer experience and/or computer classes.
• Knowledge of internal components and troubleshooting procedures for laptops and desktop CPUs, processors, video components, and printer components.
Training and Certifications: - A+ desired.