The VIP User Support Technician provide remote (and when needed, on-site deskside support) issue troubleshooting assistance and resolution, and service request fulfillment in the shortest elapsed clock time to VIP Customers. The VIP User Support team members ensure an exemplary VIP Customer Experience. The VIP User Support Technician is a champion for knowledge capture and are instrumental in implementing Shift-Left (a.k.a. 3-2-1-0-Negative 1) getting documented knowledge readily accessible to the lowest tier level possible, fastest resolution of issues and fulfillment of requests for the Customer and improving the Customer Experience.
Essential Duties and Responsibilities: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
Implement VIP User Support (VIP) Principles and Practices
Participate in specifying, reviewing, and implementing improvements to procedures and tools used in VIP User Support
Respond and resolve VIP Customer issues and fulfill service requests in the shortest elapsed clock time
Use remote assistance and remote diagnostic tools as the primary method to resolve VIP Customer issues and fulfill service requests
Visit VIP Customer deskside, after exhausting remote assistance, to continue troubleshooting VIP Customer issues to resolution
Ensure the VIP Customer gets back to full productivity quickly
Deliver an exemplary VIP Customer Experience
Keep the Workflow Management Team informed as they oversee and coordinate expeditious handling and resolution of VIP Support Tickets
Report automated statistics and status of all VIP Tickets
Support the Service Desk, Knowledge Management, and Customer Self-Service / Self-Sufficiency
Forward any captured knowledge to the Knowledge Management team members for Knowledge Articles creation and inclusion in Shift-Left and Customer Self-Service / Self-Sufficiency
"Evergreen" Document Review where no VIP User Support Team document's last reviewed date is greater than 6 months old
Provide leadership and work guidance to less experienced team members
Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
Bachelor's Degree or 5 additional years of Information Technology experience
4 years’ experience resolving issues and fulfilling service requests for VIP-level customers
Experience with Information Technology Service Management (ITSM) Ticketing Systems (Remedy, ServiceNow, etc.) managing tickets and assigned ticket queue (i.e. VIP Tickets in the VIP Ticket Queue)
Must possess the HDI-KCS-F Knowledge Centered Services (KCS) Foundation (or equivalent) and HDI-SCA Support Center Analyst (or equivalent) certifications within one year of start date
Possess or obtain a Public Trust Security Clearance within 30 days of hire date
Knowledge, Skills and Abilities:
Ability to research, organize, create and maintain clear, concise VIP User Support-related documents
Ability to work in a fast-paced, Customer Experience-focused environment
Attention to detail and quality of work
Interpersonal skills to interact with Customers and IT Staff
Possess superior VIP Customer interaction skills to assure an exemplary VIP Customer Experience
Demonstrate proficiency in active listening paying close attention to the VIP Customer
Ability to work independently and as part of a team
Ability to obtain a Public Trust Security clearance within 30 days of hire date.
Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program.
Recruiter Nicolas Otth