Helpdesk/Customer Support Entry
Washington, DC, DC
Contracted
Entry Level
Job Title: Helpdesk/Customer Support Entry (Hybrid)
Location: Washington, DC
Duration: 12 Months+
Job Description:
The client is seeking a Customer Support Entry first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
Customer Support Entry Roles and Responsibilities
Skills:
Location: Washington, DC
Duration: 12 Months+
Job Description:
The client is seeking a Customer Support Entry first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
Customer Support Entry Roles and Responsibilities
- Answer calls in a dynamic IT operations environment, supporting multiple agencies
- Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the cleint
- 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
Skills:
| Skills | Required / Desired | Amount | of Experience |
| Providing IT technical support to computer system users by telephone, email, etc. | Required | 1 | Years |
| Maintaining computers, systems and printers in a professional setting | Required | 1 | Years |
| Installing and troubleshooting computer operating systems and software | Required | 1 | Years |
| Expertise in supporting desktop operating systems (Windows 10, 11 and Mac OSX 10.10.X) | 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 365) | Required | 1 | Years |
| Customer service support experience in either a face to face or phone support role | Required | 2 | Years |
| Excellent written and verbal communication skills in a professional setting | Required | 2 | Years |
| Microsoft Certifications: MCP Windows 10, CompTIA A+ etc. | Highly desired |
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