IT Customer Service Technician (BES)

Le’Fant LLC is seeking an IT Customer Service Technician to respond to customer-escalated technical issues and end-user requests. The role coordinates between operations, the client, and Engineering/Development, and refers ongoing issues to the appropriate engineering support team.

Responsibilities:

• Le'fant is seeking an IT Customer Service Technician able to respond to technical issues escalated by customers
• This position will act as a liaison between operations, the client, and Engineering/Development
• You are able to respond to end user request for assistance using existing manuals and scripted responses
• Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team

Requirements:

• Must be a US citizen or authorized to work in the U.S
• Experience resolving technical issues; working in a Help Desk capacity is a benefit
• Experience providing and documenting solutions to technical issues
• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Experience working within a team-oriented, collaborative, agile environment
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls
• Experience documenting and communicating work-a-rounds and solutions clearly
• Ability to manage time and prioritization of tasks as a high level
• Ability to communication effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment
• Experience with tools such as ServiceNow, GitHub, Jira
• High school diploma or GED
• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information