Kelly Services Technical Support/ Help Desk Tier 2 in Reston, Virginia

Tier 2 Technical Support Job Description

Overview

We design and build things that are inspiring and make a real impact in the online testing industry. Join our team of more than one hundred software engineers, designers, project managers and software specialists that are smart, creative and excited by what they do. Some of our ground-breaking work includes:

  • advanced computer-adaptive algorithms (only one that’s peer-approved in the country)

  • mobile support for the user interfaces • learning management systems with social media features

  • user interfaces that are universally accessible to people with or without disabilities

  • innovative, machine-scorable items

Responsibilities

The candidate will be responsible for understanding the technical underpinnings and functionality of the online testing software. Based on that understanding, the candidate should be able to provide tier-2 support to the various users of this system, including the Assessment Help Desk and in some cases, the users in the field. The candidate should be able to track and prioritize the different requests that are sent by the users and escalate it to the different team members.

Systems Support Agents will need to have technical knowledge to perform the following tasks:

  • Support PC and peripheral installation and troubleshooting on Macs, Linux, Windows machines, Android, and IOS mobile devices; problem/incident recording, and problem resolution/escalation

  • Support troubleshooting of basic network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.)

  • Provide accurate and timely logging of issues and resolutions in the ticketing system

  • Interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person

Required Qualifications

  • Bachelor’s Degree in Computer Science, or related field.

  • 0-5 years of experience in software help desk/customer support.

  • Excellent communication skills to understand user issues and communicate issue resolutions.

  • High attention to detail. Excellent time management.

  • Quick aptitude for learning new software.

Preferred Qualifications

  • Ability to work independently, learn quickly and accomplish tasks under limited supervision.

  • Highly motivated to achieve client satisfaction with timely, high quality services.

  • Self-starter and motivator with a strong sense of accountability.

  • The intellectual capacity to interpret, analyze and troubleshoot technical problems.

For immediate consideration please apply directly to rodt065@kellyit.com

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™ companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.

Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm