Customer Technical Specialist

We have an exciting opportunity for a Customer Technical Specialist to join our team. As a trusted Customer Technical Specialist, you will provide technical support to customers for a wide range of computer-related issues.
Key Responsibilities:

• Answer inquiries from customer regarding request, incidents or problems
• Document all aspect of the interaction in the ticketing system
• Maintain a pleasant demeanor with all customers
• Immediately escalate any issue identified as security related
• Actively listen to customer problems and be able to document them appropriately.
• Follow-up with customer to ensure problem has been resolved.
• Update the knowledge base with process changes and recommended solutions.

Schedule:

• 5 days a week
• 8 hours a day between 7:00 AM and 8:00 PM

Required Experience/Skills:

• Extensive knowledge of MS Office (2007 to present) beyond basic personal use required
• Familiarity with technical infrastructure to include LAN's, WAN's, and servers.
• Ability to show respect and courtesy to all customers
• Ability to remain calm and focused when dealing with difficult customers
• Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented
• Ability to diagnose, problem-solve and resolve customer issues.
• Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate.
• Candidate must be a US Citizen
• Candidate must be located within reasonable commute to South Charleston, WV

Desired Experience/Skills:

• Prior Help Desk experience preferred
• College experience a plus.
• Experience with virtual private networking a plus.

Education: High school diploma required.
Background Check: This position requires successful completion of a background check, drug screen, and a credit check.
Benefits: Full-time employees (permanent or contract employees who are employed for a term greater than 6 months) are eligible for benefits including time-off benefits, such as vacations and holidays, and insurance and other plan benefits.
Location: South Charleston, WV
About Us:
Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website and connect with us on LinkedIn.
Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.