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Customer Technical Support Representative
OneZero Solutions • St. Louis, MO 63101 • Posted 4 days ago
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Hybrid • Full-time • Mid Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Customer Technical Support Representative at OneZero Solutions is responsible for providing expert-level technical support on complex hardware and software issues. This role involves leveraging specialized training to resolve advanced help desk inquiries, guiding lower-tier support personnel, and ensuring timely resolution of technical issues through various tools and a comprehensive knowledge base. The position requires a high school diploma and 4 years of relevant experience.
Responsibilities
- Provide expert-level technical support on complex hardware and software issues, leveraging specialized training to resolve advanced help desk inquiries efficiently.
- Offer guidance and mentorship to lower-tier support personnel to ensuring they are equipped to handle technical challenges and escalate issues appropriately.
- Respond to and manage incoming telephone and email problem reports and identify, replicate, and resolve hardware and software-related issues.
- Conduct root cause analysis to diagnose symptomatic responses, isolate probable causes, and eliminate recurring technical problems.
- Utilize Trouble Management Systems (TMS) and other error monitoring tools to track, manage, and document technical issues to ensure timely resolution.
- Develop and maintain a knowledge base for documenting solutions to complex issues and facilitate continuous improvement and support efficiency.
- Stay current with emerging technologies and best practices in technical support, ensuring the highest level of service is provided to all users.
Qualifications
Required
- High School Diploma
- 4 years of relevant experience
Preferred
- Hardware and software troubleshooting on Windows Systems
- Help Desk Support (Provide excellent customer service to all users)
- Password Resets
- SCCM
- Ticketing Systems (ServiceNow and Netsuite)
Full Job Description
We are an employee-centric company that truly appreciates our team members and their value to our customers and the missions they support. We pride ourselves on being forward-leaning thinkers and fostering teams that are and continue to be technically proficient and technically capable across a comprehensive range of cyber mission areas. OneZero full-time employees receive an extremely competitive benefits package that includes health/dental/vision/life insurance plans, 401K with company matching, PTO & paid holidays, employee referral program, and educational assistance. Additional details can be found on our website at:
Title: Customer Technical Support Representative
Location: St. Louis, MO/ HYBRID 2 days a week (1222 Spruce Street, USCG)
Clearance: Secret
Responsibilities
Provide expert-level technical support on complex hardware and software issues, leveraging specialized training to resolve advanced help desk inquiries efficiently.
Offer guidance and mentorship to lower-tier support personnel to ensuring they are equipped to handle technical challenges and escalate issues appropriately.
Respond to and manage incoming telephone and email problem reports and identify, replicate, and resolve hardware and software-related issues.
Conduct root cause analysis to diagnose symptomatic responses, isolate probable causes, and eliminate recurring technical problems.
Utilize Trouble Management Systems (TMS) and other error monitoring tools to track, manage, and document technical issues to ensure timely resolution.
Develop and maintain a knowledge base for documenting solutions to complex issues and facilitate continuous improvement and support efficiency.
Stay current with emerging technologies and best practices in technical support, ensuring the highest level of service is provided to all users.
Education: High School Diploma and 4 years of relevant experience
Desired Skills
Hardware and software troubleshooting on Windows Systems
Title: Customer Technical Support Representative
Location: St. Louis, MO/ HYBRID 2 days a week (1222 Spruce Street, USCG)
Clearance: Secret
Responsibilities
Provide expert-level technical support on complex hardware and software issues, leveraging specialized training to resolve advanced help desk inquiries efficiently.
Offer guidance and mentorship to lower-tier support personnel to ensuring they are equipped to handle technical challenges and escalate issues appropriately.
Respond to and manage incoming telephone and email problem reports and identify, replicate, and resolve hardware and software-related issues.
Conduct root cause analysis to diagnose symptomatic responses, isolate probable causes, and eliminate recurring technical problems.
Utilize Trouble Management Systems (TMS) and other error monitoring tools to track, manage, and document technical issues to ensure timely resolution.
Develop and maintain a knowledge base for documenting solutions to complex issues and facilitate continuous improvement and support efficiency.
Stay current with emerging technologies and best practices in technical support, ensuring the highest level of service is provided to all users.
Education: High School Diploma and 4 years of relevant experience
Desired Skills
Hardware and software troubleshooting on Windows Systems
- Help Desk Support (Provide excellent customer service to all users) • Password Resets
- SCCM
- Ticketing Systems (ServiceNow and Netsuite)
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