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End User Support Technician (Remote)
Kreative Technologies Fairfax, VA

End User Support Technician (Remote)

Kreative Technologies
Fairfax, VA
Expired: over a month ago Applications are no longer accepted.
  • Full-Time
Job Description
Company Info
Job Description

Job Posting ID: KT_176_JOB

Position: End User Support Technician

Clearance: Must have a DoD Position of Trust, or ability to gain a clearance

FT/PT Status: Full-Time Employment

Certification: Active Security+, OpenText Business Consultant Certification

Location: Remote (Office location is Fairfax, VA)

Education: Bachelor's degree in computer science, information systems, engineering, or a related scientific or technical discipline.


Overview:
The End User Support Technician is responsible for verifying and monitoring the activity of the applications, including software and software configurations; verify user activity; perform closeout tasks and procedures; run reports, set parameters and document activity. The End User Support Technician will also be primarily responsible for assisting users by phone, email, or chat answering requests for information, troubleshooting assistance or issues; assist in testing, maintaining, monitoring, and troubleshooting end user telecommunications, software, and devices within 48 hours of the user's notification/request. Additionally, the incumbent shall verify, monitor and maintain a list of cleared users and associated licenses for all OpenText products.

As part of the responsibility to ensure that all incidents are tracked and reported, an approved incident tracking system is utilized to prioritize and resolve all urgent bugs. As part of triage responsibilities, the End User Support Technician provides an initial determination as to the urgency of a given incident report and whether it is a bug or a change request. It is also expected that those change requests or enhancements in compliance with the appropriate processes and policies.

Responsibilities:

Triage incoming tickets, independently and in a team environment.

Follow-up on ticket statues, ensure all requests are addressed within 48 hours.

Track and report on incoming and completed tickets using tracking systems.

Lead weekly Help Desk meeting and present statuses on all Help Desk items to client.

Perform Tier 1 troubleshooting (Account management/Issues with solution guides).

Provide system-specific training to users.

Education/Skills/ Minimum Qualifications:
Bachelor's degree in computer science, information systems, engineering, or a related scientific or technical discipline

Excellent oral and written communication skills

Active Security+ Certification

5+ years of experience with OpenText Products and user support

OpenText Business Consultant Certification preferred


Kreative Technologies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Kreative Technologies does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

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