IT Support Specialist

We are currently seeking an IT Support Specialist.  The position will be based in South Boston, Virginia.  The responsibilities will include: • Answers, evaluates, and priorities incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with software.• Interviews user to collect information about problem, and leads user through diagnostic procedures to determine source of error.• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.• Performs tape backups of mission critical servers.• Troubleshoots and resolves issues concerning overall functionality of the contact center, including software, hardware, telephony, and networking.• Possesses the ability to rebuild all servers and workstation computers, via the backup and recovery procedures.  • Revises operating procedures such as maintenance, backup and disaster recover, to insure that documentation is current and viable. • Other duties as required by management. Qualifications and Experience Required:• A minimum of a high school diploma and 3 years related experience is required.  Prefer a Bachelors degree with an IT related focus.  MCSA, CCDA, and CCNA certifications are preferred. Ideally, the cadidate would be Interactive Intelligence, Inc. certified. Candidates must be willing to obtain additional training and certifications related to the Contact Center technology.• Strong verbal and written communication skills.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.• Ability to multi-task and prioritize assignments.• Competence with MS server and desktop operating systems, Ethernet networking concepts, telephony knowledge and application server support are all required. An Equal Opportunity Employer, Min/Fem/Dis/VetTo apply directly to this position please go online at  http://www.jobs-tier.icims.com/ or visit our website at www.tier.com. Refer to job #1358 when applying to this opening.