It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
Computer Aid, Inc. is looking for a Solutions Support Technician to join one of our teams in the Morrisville, NC area. CAI is seeking an intelligent, passionate and driven individual to join our service solution delivery team. The candidate will be a vital partner with end-users and technology groups responsible for delivering end-to-end support in accordance with IT service level agreements.
Develops service strategy to mitigate software, hardware, and networking issues
Troubleshoots and resolves service issues via phone, web, and in-person channels
Ensures all incidents are resolved against SLAs
Reports on health of the help desk and support using uptime and ticket-related performance metrics
Partners with IT and business personnel to discuss the impact of incidents on products and services
Tracks and reports all open and closed incidents to leadership teams
Develops business support standards, processes and procedures, and guidelines for incident management
Evaluates trade-offs between issues using value, impact, and risk criteria
Proactively learns and trains other staff members on new product and service technologies
Excellent interpersonal skills
Maintain proper sense of IT security and report security violations to Systems Administrators as soon as a violation is known/discovered
Escalate problems (when required) to the appropriately experienced technician
Flexibility to work a varying schedule and hours as needed
Carry out special tasks at management's direction
Bachelor's degree in Computer Science or similar discipline or alternative technical certifications
Possess 2-3 years of experience with business operations, systems development, IT project management capacity or the equivalent combination of education and experience
Experience in using help desk ticketing software (ServiceNow a plus)
Experience with incident troubleshooting and escalation
Experience working in a team-oriented, collaborative environment
Have previous experience managing tickets
Have general background knowledge of how to perform basic helpdesk troubleshooting
Exhibit critical thinking skills and is a self-starter
Excellent communication and typing skills
Detail-oriented, can document tickets and create Knowledge Articles for end-users
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
If you are interested in this position, please apply using the "Apply " option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line.