Helpdesk Customer Support Entry (Hybrid)
Washington, DC, DC
Contracted
Experienced
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
Responsibilities:
Minimum Education/Certification Requirements:
Skills:
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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