Centuria
A Data Driven Company
Radar Systems • National Resource Management • Logistics/Supply Chain Management • Systems Engineering • Testing & Evaluation
51 - 200
Project Manager
March 12
Centuria
A Data Driven Company
Radar Systems • National Resource Management • Logistics/Supply Chain Management • Systems Engineering • Testing & Evaluation
51 - 200
Description
• Receive instructions, guidance, and direction from the Government Task Manager (GTM), attend meetings and conference calls as necessary. • Proficient in applying customer service and customer support principles and methods: systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods. • Proficient in the remote installation of primary and peripheral computer software and hardware. • Proficient in troubleshooting and resolving problems on desktop computers, laptop computers and/or applications or software for customers. • Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications. • Knowledge of business operations as related to service desk environment and systems. • Technical skills to provide oversight and workload management for IT SERVICE DESK assigned Contractor resources. • Attend training, technical, procedural, and security as requested by the IRS. • Participate in working sessions through IRS communication/meeting tools or any online group collaborative tools available. • Activities involved in developing and maintaining policies, plans, procedures, processes, schedules, guidance material, standards. • Providing feedback relating to knowledge articles and processes in the IRS asset management systems
Requirements
• 3-5 years’ related experience in help desk operations or similar experience. • 2 years’ experience providing tier 1 and 2 level support or similar experience. • 2 years’ experience operating and managing incident management tools, specifically Service Now and eGain, or similar experience. • 2 years’ experience of remote work including but not limited to installs, configurations, upgrades, troubleshooting or similar experience. • Proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.
Benefits
• Work remotely • 24x7 service, 365 days of the year • Training and technical support provided by IRS
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