What are the responsibilities and job description for the Tier I Help Desk Support Specialist position at Dynamic Solutions Technology LLC?
Job Description
Job Description
Dynamic Solutions Technology, LLC , is a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Tier I Help Desk Support Specialist to support government agency based in Washington, DC, Maryland, to include sites in South Carolina, Tennessee, and Texas. This is an exempt position hits remote flexibility.
Responsibilities :
- Responsible for providing first-tier support, consisting of technical and problem resolution support and consistently deliver superior support that results in positive customer experiences in a mission-driven organization
- Technicians will troubleshoot and resolve issues with laptop PCs, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color LaserJet printers, personal LaserJet printers, flatbed scanners, Canon high-speed scanning fax machines, government provided mobile devices
- Accept user support tickets that come into the Help Desk via telephone, email or IT Support Ticket
- Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution
- Assist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer tickets
- Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
- Provide customer follow up support for open, outstanding support requests and strive for a timely resolution
- Provides enhanced desktop and user support service to VIP customers
- Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support
- Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.
Qualifications Requirements :
Preferred Qualifications and Skills :
