Job Title: Helpdesk Customer Support Entry (Hybrid)
Location: Washington, DC
Duration: 12 Months+
Job Description:
The Customer Support Entry level is a first level representative to the client technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion 3 days onsite after first 30 days onsite
? Answer calls in a dynamic IT operation environment; supporting multiple agencies.
? Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
? Log and route service requests and incidents in an incident management system
? Create and maintain knowledge articles in the agency's knowledge management system on a daily basis.
? Provide a high level of customer service to end users on a daily basis!
? Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related... Microsoft applications.
? Troubleshoot issues related to agency specific applications and web applications.
? Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.
? Collaborate with the IT leadership team to select and implement cost-effective technology for District.
? Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests.
? Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.
? Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources.
Responsibilities: ? Provide technical assistance to computer system users on a variety of issues. ? Identifies, researches, and resolves technical problems. ? Responds to telephone calls, email and personnel requests for technical support. ? Documents, tracks, and monitors the problem to ensure a timely resolution. ? Has knowledge of commonly used concepts, practices, and procedures within a particular field. ? Answer questions or resolve computer problems for clients in person, via telephone or from remote location. ? May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. ? Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics. ? Reads and comprehends technical service manuals and publications. ? Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices. ? Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments. ? Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. ? Strong communication skills. ? Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment. ? Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner. ? Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. ? Communicates accurate and useful status updates. ? Manages and reports time spent on all work activities. ? Ability to work in a team environment.
Minimum Education/Certification Requirements: ? Bachelor?s degree in information technology or related field or equivalent experience
Skills:
Skills
Required / Desired
Amount
of Experience
1-5 yrs providing IT technical support to computer system users by telephone, email, etc.
Required
1
Years
1-5 yrs maintaining computers, systems and printers in a professional setting
Required
1
Years
1-5 yrs installing and troubleshooting computer operating systems and software
Required
1
Years
Bachelor?s degree in IT or related field or equivalent experience
Highly desired
5
Years
Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X)
Required
1
Years
Strong customer service experience
Required
1
Years
Experience providing technical support in a 'call center' environment where the candidate received multiple calls at once
Required
1
Years
Experience tracking service request/incidents using a ITSM tool
Required
1
Years
Provide customer-oriented results and build an efficient end-user support environment
Required
1
Years
Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management
Required
1
Years
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)
Required
1
Years
Excellent written and verbal communication skills in a professional setting
Required
1
Years
Microsoft Certifications: MCP Windows 7, Windows 10, +A etc
Highly desired
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