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Technical Support Engineer / IT Support Technician
Description: Ariento is seeking military veterans to work in our IT support center. Technical Support Technicians provide enterprise-level assistance to our customers, diagnose and troubleshoot software and hardware problems, answer queries on basic technical issues and offer advice to solve them.
An excellent support technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to work with unsophisticated customers. Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions.
If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Location: Los Angeles, Orange County or Sacramento (with opportunity to work remotely after first 12 months)
Compensation: Salary; Profit Sharing (Bonus) Program
About Ariento: Ariento provides cybersecurity, information technology (IT), and compliance services to small and mid-sized organizations. Comprised of a veteran team boasting decades of experience at the highest levels of the United States military and federal government, Ariento specializes in delivering best-in-class technology solutions that are secure and regulatory compliant. From consulting to fully outsourced IT services and more, Ariento gives business owners and executives one less thing to worry about in today’s interconnected digital world.
Take ownership of customer issues reported and seeing problems through to resolution
Serve as the first point of contact for customers seeking technical assistance
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Provide accurate information on IT products or services
Record events and problems and their resolution in ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams
Refer to internal database or external resources to provide accurate solutions
Prioritize and manage several open issues at one time
Follow up with clients to ensure their systems are fully functional after troubleshooting
E5 (Sergeant) or below
Active Secret Security Clearance
Technical MOS such as cyber, communications, signals intelligence or equivalent experience. The following is not an exhaustive list. Other technical MOS in cyber, IT, intelligence, etc or equivalent experience considered. Example MOS include:
Air Force: 3C0X1
Navy: IT, H05A, IC
Marine Corps: 0651, 0688, 0689 or 28XX (entire field)
Army: 25B, 25N, 25U, 255N
Proactive individual who doesn’t need to be told what to do
Proven experience as a support technician or other customer support role
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Customer-oriented and cool-tempered
Hands-on experience with Windows/Linux/Mac OS environments
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification in Cisco, Microsoft, Linux or similar technologies
Security Plus certification
*Ariento is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.