Yoh/Oro Valley, AZYoh has a contract opportunity for a Technical Support Help Desk to join our client in Tucson, AZ.
Job Responsibilities:
- Works rotating shifts to support the SBInet 24/7/365 Call Center.
- Resolves technical problems and answers queries by telephone in support of SBInet computer hardware, software, network and telecommunications systems.
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
- Initiates dispatch requests to SBInet Field Service Technicians and/or Vendors/Suppliers for repair, remove, and replace activities as required.
- Maintains and updates records and tracking in the Maximo system including time of problem observed, dispatch time, and unit returned to service time.
- Alerts management to recurring problems and patterns of problems.
- Provides reporting statistics from the call switch such as # of calls received, # calls abandoned, maximum wait time, etc.
- Provides data from Maximo to estimate Operational Availability and Mean Time to Repair.
- The system includes sensor equipment such as radar, video camera, and computing/network equipment such as routers, switches, SAN, blade servers, and operating systems such as Linux (Red Hat) and Windows.
- Work with NOC/SOC Operations and Site System Administrators for fault isolation and recovery actions.
- WILL WORK A ROTATING 3 ON 4 OFF/4 ON 3 OFF SCHEDULE
Job Qualifications:
- Experience with customer support activities such as help desk or phone support, trouble ticketing tools such as Remedy or Maximo or equivalent, technical background with computers, operating systems, and network communication equipment.
- Individuals must currently possess a minimum Secret security clearance and must be able to pass a background investigation by the security directorate of the Department of Homeland Security to be awarded full SBInet program suitability status.
If you are interested in pursuing this opportunity you will need to create a profile at https://register.yoh.com/ as well as apply.
Discover all that's possible with Yoh. Apply now.
Recruiter: Kelly Johnson
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.
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