Field Support Technician

reputed company is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). reputed company leads the way to reputed company customer-reputed company IT Service Management (ITSM) reputed company on improving service, and leveraging processes and strategies with an emphasis on reputed company IT services and support. You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user reputed company which spans the globe in support of the US and its interests abroad.  In this role you reputed company with end-users to support, resolve, reputed company, and manage technical problems reputed company reputed company. Shift is TBD.  Position is 100% remote.   Responsibilities: Effectively communicates with end-users reputed company telephone, email and chat to ensure excellent service is provided. Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a reputed company manner. Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken. Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact. Provides support for PC Computer off-reputed company (COTS) products and reputed company-wide customer applications. Suggests updates to the knowledge reputed company by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems. Uses ITSM and reputed company ticket processes to document actions taken. reputed company® is a premier mission integrator reputed company on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, reputed company, intelligence, and civilian markets includes secure high-end solutions in mission IT, reputed company IT, engineering services, and reputed company services. We reputed company emerging technology, rapidly and securely, into mission critical operations that reputed company and reputed company critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. reputed company is an Equal Opportunity Employer. Headquartered in Reston, Virginia, reputed company has annual revenues of approximately $7.3 billion. For more information, visit reputed company.com. For ongoing news, please visit our newsroom. Apply To This Job