Customer Support technician III

Hello All, I hope you're doing well. Position: Customer Support Technician III Location: Tennessee Duration: Long Term Client: State of Tennessee Job ID: 24-004-24 CUSTOMER SUPPORT TECHNICIAN III The Customer Support Technician III provides advanced design, planning and management of desktop and telecom services, business-need specific software programs, network/desktop policies, security and enforcement, and other related projects or technologies that are managed by Information Technology Services. The Customer Support Technician III will also provide mentoring, training and in-the-field knowledge transfer to other Customer Support Technicians. Duties and Responsibilities: • Support the mentoring, training, and oversight of the assigned persons in execution of Service Desk, Field and Project data and voice-related activities. • Establish standards for PC utilization, backup techniques, and security. • Install, configure, and troubleshoot PC/telephone to switch/LAN connectivity in a primarily Windows environment connecting via network cable/wireless. • Locate and resolve complex PC/LAN/telephone hardware and software issues using available tools. • Develop and maintain standard images for hardware utilizing Dell Kace K1000/K2000 and other imaging tools. • Receive and process PC, network, and telecom related calls to the Service Desk, resolving complex issues received via telephone, web, email, 'fax and memo. • Maintains accurate computer-based call records, and reviews to ensure achievement of QoS and SLA goals. • Participate in reviewing and establishing P&P for accuracy in the following areas: projects, networks, PC and telecommunications hardware and software etc. • Ensure that computer equipment is properly tracked, received, and relocated out/in for inventory repair. • Coordinate activities associated with outside vendors, maintenance contracts, etc. • Facilitate group discussions about publications and other relevant sources to improve knowledge base and skill set for the team and self- development. • Performs other related duties as assigned or directed.

Created: 2026-03-04