Call Center/Help Desk Technician III

UIC Government Services (UICGS) is a reputable technology services company established in 1999 and headquartered in Springfield, USA. With a substantial workforce ranging between 1001 and 5000 employees, UICGS operates within the government contracting industry, specializing in delivering tailored IT solutions and support services to a diverse client base. The company is recognized for its commitment to quality, innovation, and customer satisfaction, ensuring that end-users receive superior technological assistance and solutions that enhance their operational efficiency. UICGS stands as a late-stage company, showcasing a mature business model and an established market presence that fosters career growth opportunities and professional development for its employees.

Currently, UICGS, under its Bowhead Family of Companies, is seeking a highly skilled On-Site Tier III Call Center/Help Desk Support Technician. This permanent, full-time role focuses on providing advanced technical assistance to end-users through direct in-person support, as well as remote communications via phone and email. The selected technician will serve as a crucial link between clients and technical problem resolutions by addressing issues related to hardware, software, and network systems. This role demands a professional with acute diagnostic skills and a customer-centric approach to effectively manage and resolve complex technical challenges that users face.

The On-Site Tier III Technician will be responsible for offering operational technical support for a wide range of company-managed equipment, including PCs, smart devices, telephony, and network infrastructures. Handling hardware and software deployment and maintenance is a critical aspect of the job, which involves imaging desktop and laptop systems using tools like System Center Configuration Manager (SCCM) and Azure Intune. The technician will also contribute to video conference setups and troubleshooting for both internal and external meetings, ensuring seamless communication across the organization.

With a critical role in IT Service Management (ITSM), this position requires precise documentation of all service requests and incident reporting within the ticket management system. The technician is expected to prioritize tasks effectively while managing multiple cases simultaneously and escalate unresolved issues to higher-level support teams promptly. As the technical escalation point for Tier 1 support, the candidate will handle inquiries related to Microsoft Office, Windows OS, and other applications, providing timely and expert guidance.

This role also involves collaboration with hardware vendors to coordinate repairs and installations, continuous evaluation of operational processes for efficiency improvements, and management of small IT projects. Proficiency in PowerShell scripting and administration of Microsoft 365 cloud applications such as Exchange Online, OneDrive, Teams, and SharePoint is essential. The ideal candidate will demonstrate exceptional critical thinking, problem-solving, communication, and organizational skills, tailored to thrive in a fast-paced and dynamic environment.

UICGS offers a challenging, rewarding work environment under the Bowhead Company umbrella, where professionals can leverage their expertise in IT support to impact government technology services positively. This position aligns with those who possess a strong technical foundation coupled with excellent interpersonal abilities, aiming to deliver the highest standards of IT helpdesk support and contribute to the continuous success of the organization.