Technical Support Agent in Broomfield, CO at Volt

Date Posted: 8/21/2018

Job Snapshot

Job Description

Provide first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.  Follows all company and department documented policies and procedures. Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledge base documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed. Maintains and updates records in Incident Management system.  

This is a shift work position in a 24x7x365 environment requiring flexibility in work hours.

REQUIRED EDUCATION/SKILLS:

  • Minimum 1 year of technical support experience in a call center environment
  • Proven hardware/software troubleshooting experience
  • Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to work well with all teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Experience with account administration and password resets in a Microsoft Active Directory environment
  • High school diploma or GED
  • Must be able to obtain and maintain a US “Public Trust” clearance

DESIRED EDUCATION/SKILLS:

  • 3+ years of experience in computer hardware/software support
  • ITIL Certification
  • Familiarity with government IT environment and administrative processes
  • Technical certifications such as A+, N+, MCP, MCSE, CCNA
  • Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products


This is a contingent/temporary position offered through Volt Workforce Solutions. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path. 

To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com

Volt is an Equal Opportunity Employer.