Customer Support/technical Support

Company Overview At Hexagon US Federal we provide cutting-edge technologies and a wide range of professional services to enable our customers to make smarter and faster operational decisions and improve mission effectiveness. Hexagon US Federal is an independent subsidiary of Hexagon Corporation exclusively focused on bringing the broad range of Hexagon technologies to the US Federal government and its partners.

Position Overview: As a Customer Support/Technical Support specialist on the IT Customer Support Team, you will provide the organization with information technology support to optimize operational efficiency.  Your duties will include resolving technical issues, maintaining hardware and software installations, and improving IT systems. You will provide technical support in Tier 1, Tier 2, and sometimes resolve problems that fall in the Tier 3 level. 

Your daily work tasks will include providing general network support for customer such as end device support such as VoIP, fax, printers, WYSE, and thick clients, web cameras, upgrade and re-image laptops; providing on-site customer support to fly-away teams such as setting up user accounts, logon process, setting up print queues, and accessing portals.  

You will also perform periodic security assessments and update equipment inventory system; assist customers in resolving access problems, printer problems, et; assist with procurement of IT equipment; and maintain Emergency Control Center (ECC) IT equipment.

Experience Required:

• Must have at least 2 years’ experience in providing customer focused service with knowledge of Windows operating systems.
• Exceptional ability to provide technical support and resolve queries; in-depth knowledge of computer hardware, software, and networks; and the ability to determine IT needs and train end-users.
• Experience in documenting processes and monitoring performance metrics.
• Advanced knowledge of database maintenance and system security.
• Ability to keep up with technical innovation and trends in IT support.
• Exceptional interpersonal and communication skills.
• CompTIA Security+ Certificate is highly desirable.