Tier 1 Technical Service Desk Analyst

The Tier 1 Technical Service Technician will assist with the day to day operations of the Technical Service Desk at SII’s corporate headquarters supporting multiple government and commercial accounts including installations and ongoing support. Administration of VoIP systems, User Administration, and conducting the research necessary to drive an IT issue to resolution are all skills that will be called upon. Occasional travel could be required.

Job Requirements:
Strong Customer Service skills Strong Troubleshooting Capabilities

• Previous experience with Remedy, OTRS or similar ticketing system is helpful Ticket tracking DoD Secret Clearance or Top Secret Clearance (current or able to obtain)
• Installing and administrating Interactive Intelligence, Avaya, or Genesys products preferred, but not required Security + ce Certification
• Operating Systems: Windows 2008, 2012, XP, Windows 7, Windows 8, Linux Microsoft Server 2003/2008/2012 VoIP or Telecom experience a plus Microsoft Exchange Active Directory Hardware and software installation VMware Technical help desk support SQL Database experience a plus

Hours:
The Help Desk requires 24/7 coverage. New hires must be available and willing to work any shift including weekends and holidays as needed to meet the demands of the contact center.