We have an exciting opportunity for a Customer Service Representative to join our team.

Key Responsibilities:

· Provide technical support to customers for a wide range of computer-related issues.

· Actively listen to customer problems and be able to document them appropriately.

· Follow-up with customer to ensure problem has been resolved.

· Update the knowledge base with process changes and recommended solutions.

· Answer inquiries from customer regarding request, incidents or problems

· Document all aspect of the interaction in the ticketing system

· Maintain a pleasant demeanor with all customers

· Immediately escalate any issue identified as security related

Required Experience/Skills:

· Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate

· Extensive knowledge of MS Office (2007 to present) beyond basic personal use required

· Familiarity with technical infrastructure to include LAN’s, WAN’s, and servers.

· Ability to diagnose, problem-solve and resolve customer issues.

· Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented

· Show respect and courtesy to all customers

· Ability to remain calm and focused when dealing with difficult customers

Other Requirements:

· Candidates must be US Citizens

· Candidates must have resided in the United States for the past 5 years

· Candidates must not have traveled outside of the United States for a combined total of 6 months or greater in the past 5 years

· This position requires successful completion of a background check, drug screen, and a credit check.

Desired Experience/Skills:

· Prior Help Desk experience preferred

· Experience with virtual private networking a plus.

Education: High school degree required. College experience a plus.

Benefits: Full-time employees (permanent or contract employees who are employed for a term greater than 6 months) are eligible for benefits including time-off benefits, such as vacations and holidays, and insurance and other plan benefits.

Location: South Charleston, WV

About Us:

Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website and connect with us on LinkedIn.

Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.