Technician 1 - Help Desk Support (Call Center)

Essential Duties and Responsibilities: * Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices. * Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices. * Install and support a variety of PC operating systems. * Diagnose, resolve, and follow up on issues relating to various user concerns. * Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users. * Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on\-line documentation repository. * Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level. * Serve as a technical liaison to project managers as needed. * Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment. * Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations. * Perform other duties as may be assigned by management. **Job\-Specific Essential Duties and Responsibilities:** * Provide remote support and resolve issues for users who may be at remote offices or home office users. * Identify areas deserving attention in the technical support environment and consult with management. * Ensure tickets are accurately documented and resolved in a timely manner. * Work within the team framework created by management and work with team members on assigned projects. * Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues. Minimum Requirements * High School diploma or equivalent with 0\-2 years of experience. * May have additional training or education in area of specialization. * Works on assignments that are routine in nature, with responsibilities easily learned on the job. * Acquires job skills and learns applicable policies and procedures to complete routine tasks. * Able to read, understand \& perform assignments within prescribed guidelines. * Communicates routine information in a clear and accurate way with internal \& external contacts. **Job\-Specific Minimum Requirements:** \- High School diploma or equivalent with 0 \- 1 years of experience. * Strong verbal and written communication /customer service skills. * Strong analytical and problem\-solving skills. * Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences. * Highly detail\-oriented, organized, timely, and customer service\-oriented. * Ability to work well independently and in a team setting. * Must be able to successfully complete the CMS client vetting process as a condition