Client Support Technician at QTC Management, Inc. in San Dimas, California

Job Description:

Are you experienced in the world of Information Technology looking to use your talents to make a difference? 

QTC has a need for dedicated individuals to resolve technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. 

QTC is the nation’s largest provider of disability and occupational health examination services. We are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference. 

To provide high-quality, timely, and customer-focused medical examination service solutions, we honor our core values of integrity, innovation, agility, collaboration, inclusion and commitment. We celebrate diverse thinking and welcome contributions from all. 

We offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance, and we are proud to provide an employment package that attracts, develops and retains the best talent: 

• Competitive compensation and quarterly bonuses


• Tuition reimbursement


• A 50% company match of your pre- and post-tax contributions up to 6% of your salary, including immediate vesting of company contributions


• Generous paid time off (minimum of 14 days/year), as well as 9 paid holidays


• Access to flexible benefits, including health and wellness programs, long and short term disability, an employee assistance program, employee referral bonuses, credit union access and flexible spending accounts


• An inclusive and ethical work place 

Job Summary: 

Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. 

 In this rewarding role, you will:

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Manage Helpdesk-based call queue; resolve assigned cases and/or route cases to other support tiers
• Refer major hardware or software problems or defective products to vendors or escalate to internal IT support for service
• Support local users as well as remote users/client using remote access/collaboration tools
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Use sound decision-making process to solve problems
• Conduct diagnostics of computer-related hardware and software to determine nature of problems
• Adhere to and promote compliance to company data security policies
• Maintain current and accurate inventory of technology hardware, software and resources
• Other duties and responsibilities as assigned 

 Ideally, you will have: 

Installation, troubleshooting, maintenance, and repair of computer equipment
• Prior experience with both phone and in-person support
• Strong written and verbal communication skills
• Solid organization and planning skills, with strong attention to detail
• Ability to effectively prioritize workload and multi-task
• Basic knowledge of MS Windows, MS Office Suite, E-Mail clients and Web Browsing techniques
• Basic knowledge of MS Active Directory role and function
• Basic knowledge and practical usage of Networking protocols such as TCP/IP, DHCP and DNS
• Must be familiar with wireless networking (802.xx) configurations and troubleshooting
• Basic knowledge of Remote Access/Virtual Private Network (VPN) technologies and functions
• Basic knowledge of network printing configurations
• Ability to perform basic hardware troubleshooting, updates and modifications
• Must possess the ability and flexibility to work extra hours and weekends 

Security + with CE current
High School diploma, or equivalent (GED)
Previous PC Support/Helpdesk experience
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

 

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time. 

 

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Administrative/Technical

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