Junior Systems Application Engineer

• A customer-service oriented individual with a proactive approach to problem solving.
• An adaptable and flexible person who enjoys a challenge, can effectively set priorities, and has strong troubleshooting and resolution experience.
• A team player with a positive and open attitude to work with customers in a complex environment.
• Passionate about helping TSTC provide outstanding service to its customers and desires a challenging and rewarding career

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, software, computer peripherals, and end user devices.
• Remotely provide support to users in resolving problems using Service Now and telephone.
• Provide support in the areas of troubleshooting, standard desktop applications, hardware, and peripherals.
• Conduct triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution.
• As the incident coordinator, ensure tickets are assigned, resolved, and escalated according to standard procedures, within identified service level objectives (SLO), and in alignment with ITIL best practices.
• Work with all stakeholders to ensure efficient, fast, and accurate Incident Management.
• Ensure all actions are professionally and thoroughly documented within the ticketing system.
• Manage multiple device configuration including end user device support may be required.
• Assist in the creation and maintenance of documentation and SOPs.
• Develop knowledge base articles (KBAs) and update them as needed.
• Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity.
• Maintain and demonstrate customer service-orientation and a proactive approach in anticipating and resolving problems while maximizing efficient use of computing resources.
• Communicate clearly and succinctly, both written and orally, and present products and ideas in a business-like manner.

• Minimum two (2) years’ experience with a BA/BS in Computer Science or related field or seven (7) years’ experience with an Associate’s degree or eleven (11) years’ experience.
• Good written and verbal communication skills.
• Good command of MS Office suite.
• Work in dynamic fast paced environment that requires team interaction and coordination of efforts.
• Demonstrate experience in interfacing with both client managers and system users.
• Support systems, users, and applications on a geographically dispersed environment.
• Provide Incident Management, Problem Management, and Service Request Fulfillment support.
• Use remote access capabilities to visualize end user’s problems.
• ITIIL v3 or v4 recommended but not required.
   

• Competitive salary
• Personal and team merit bonuses
• 401(k) with 3% gross salary matching regardless of your personal contribution amount
• Multiple Medical, Dental and Vision plans to choose from
• Health Savings Accounts (HSA) for High Deductible Health Plans with TSTC contribution
• Health Care and Dependent care Flexible savings accounts (FSA)
• Paid Time Off and Flexible Holiday schedules
• Flexible work schedules and opportunity to telework
• 100% TSTC paid Life and Disability insurance; Short-term and Long-term disability plans
• Pre-Tax Commuter benefits
• Educational Assistance
• Professional certification assistance
• Corporate account with Management Concepts - the premier training program in the Washington DC area
• Completely confidential Employee Assistance Program (EAP)
• Voluntary benefits to include identity theft, home and auto insurance, and a company favorite – Pet Insurance
• And more ……

If you need assistance or an accommodation due to a disability, please email us at HR@totalsystech.com or call us at 276-496-4458