What are the responsibilities and job description for the Information Technology - Help Desktop Support Help Desktop Support position at Axelon Services Corporation?
Information Technology - Help Desktop Support
Washington, DC
12 Months
Note : Will be working from the DC office Tuesday - Thursday and WFH Monday and Friday.
Will consider less than 3 years experience if candidate has experience with Salesforce.
Job Summary :
We are seeking a dedicated First Level Support Technician to provide exceptional IT support to our end-users. The ideal candidate will troubleshoot and resolve hardware, software, escalating calls when necessary. This role requires excellent customer service skills, technical proficiency, and the ability to work under pressure.
Key Responsibilities :
Provide first-level support for all end-users.
Troubleshoot and resolve hardware, software, and voice / data communication systems issues.
Escalate calls to higher-level support when appropriate.
Write concise and informative tickets.
Follow up on all tickets in a timely manner and ensure resolution.
Utilize ticketing systems and write technical support documentation.
Demonstrate computer proficiency with hardware and software technologies.
Multi-task, prioritize, and work effectively under pressure.
Be willing to work flexible hours as needed.
Qualifications :
3 years prior experience in customer service, call center, or help desk roles .
Proficiency in using ticketing systems - preferred experience with Salesforce
Strong technical support documentation skills.
Excellent customer service, verbal, and written communication skills.
Willingness to work after regular hours if there are unresolved tickets in the system.
