Tier 1 Support and Training Specialist

Job Purpose:

The Tier 1 Support and Training Specialist responds to help calls and emails for the FACET/CLIPBoard system, manages the associated support knowledge base, and provides on-line training for the FACET/CLIPBoard system. They are the first touch for users requiring assistance with the FACET/CLIPBoard system and they need to ensure that calls are responded to effectively and efficiently, support escalation is provided when necessary, and the data required by support engineers is available as needed.

Duties and Responsibilities

The job duties and responsibilities include, but are not limited to the following:

Primary Responsibilities:

• Effectively and efficiently fielding Tier 1-level support calls for Premier’s FACET/CLIPBoard system weekdays from 0800 to 1700.
• Escalating challenging calls to FACET/CLIPBoard support engineers and following up to ensure call handover.
• Managing and grooming the files and data used by FACET/CLIPBoard support engineers during site visits.
• Delivering on-line and in-person FACET/CLIPBoard user training.
• Assisting with training new FACET/CLIPBoard support engineers.
• Weekly pick-up and drop-off deliveries
• MUST HAVE RELIABLE TRANSPORTATION TO TRAVEL TO DIFFERENT NAVAL BASES
• PHYSICALLY ABLE TO LIFT UP TO (40) LBS.
  

Secondary Responsibilities:

• Managing and grooming the trouble ticket system used to manage FACET/CLIPBoard support efforts.
• Working with management to schedule FACET/CLIPBoard support site visits.
• Developing, running, and delivering program reports to customers and sponsor.
• Performing ad-hoc FACET/CLIPBoard system demonstrations for potential customers.
• Developing reports and other information in Microsoft Office applications (Word, Excel, PowerPoint).
• Traveling on occasion to provide in-the-field FACET training and support.
• Other duties, as assigned

Minimum Education & Experience:

• A bachelor's degree in information technology or related field.
• IT systems/networking certification
• Two (2) years of relevant experience in IT and customer service.

Minimum Certifications:

• Server+, Network+, MCITP, MCSA, or CCNA preferred
• Technical skills in Windows, OS, Server, and Networking

Minimum Skills, Knowledge, & Abilities

• Must be willing to obtain and maintain a DoD Secret Clearance
• Must have a pleasant phone personality and an ability to provide understandable efficient technical support both verbally and via email
• Must have a valid/current driver’s license and U.S. Passport
• Must be willing to undertake occasional travel when other team members are not available
• Ability to work independently and as a member of a team with minimal supervision
• MUST HAVE RELIABLE TRANSPORTATION TO TRAVEL TO DIFFERENT NAVAL BASES
• MUST BE ABLE TO LIFT UP TO (50) LBS.
• MUST BE ABLE TO PICK UP AND DROP OFF CERTAIN DELIVERIES

Preferred Skills, Knowledge, & Abilities:

• Prior Navy S1, S2, S6 or S8 (CS / LS) experience preferred with experience in the Logistics field.

About Premier Solutions HI, LLC

Premier Solutions HI, LLC (PSHI) is a minority woman-owned technology services company headquartered in Honolulu, Hawaii. PSHI specializes in providing support services to several organizations and government agencies in the areas of information technology (IT) and network management; software development, web and other content management; document management, business process improvement; and content digitization; program management; and administrative and professional support services.

PSHI is an Affirmative Action / Equal Opportunity Employer and strives to provide equal employment opportunity to all applicants and staff in accordance with sound employee relations practices and federal and state laws. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry, genetic information, pregnancy status, or any other characteristic protected by law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Work Location: One location