What are the responsibilities and job description for the IT Support Specialist position at Paladin?
Paladin Consulting is currently hiring a Customer Support Rep to join our team working onsite at our client's office located in Arlington, VA.
Job Title: Customer Support Rep
Work Location: Arlington, VA
Duration: 3 month contract with option to extend
Hours: Monday-Friday 8am-5pm
Job Description & Responsibilities :
- Provide technical support via phone, email, and in-person.
- Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
- Set up and configure in-person and virtual meetings.
- Utilize ServiceNow ticketing system to log, track, and prioritize support requests.
- Install, configure, and maintain various software.
- Assist users with password resets, account set ups, and access permissions.
- Collaborate with other IT teams to resolve complex issues.
- Maintain documentation of procedures, configurations, and troubleshooting steps.
- Stay up to date on the latest technological advances.
- Respond to customer support requests
- Maintain professional customer service to clients.
- Providing Tier I level support of client products and services, including but not limited to:
- Operating system functionality
- Software installation and troubleshooting
- VoIP configuration and support
- E-mail configuration and support
- Mobile Device Management
- Malware/virus detection and removal
- Workstation and peripheral diagnostics and support
- Single user network access and troubleshooting
- Escalate customer issues through the proper channels.
- Open and manage cases according to defined severities and case priorities
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
- Keep open communication on all issues until resolved or turned over to another resource.
- Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
- Attend ongoing training sessions in core areas of the business.
Skills & Qualifications :
- Relevant certifications, including Microsoft, Amazon, and CompTIA.
- Proficiency with ServiceNow and similar ticketing systems.
- Strong knowledge of Windows 10, Windows 11, Mac, Linux, and other operating systems.
- Strong knowledge of mobile devices, including Android and Apple.
- Strong knowledge of AV equipment, including projectors and mixers (this is a nice to have).
- Excellent communication and customer service skills.
- Ability to self-educate, using the internet, on technical scenarios that you have not experienced
- Strong problem-solving and analytical skills.
_ For more information or to view other opportunities, visit us at www.paladininc.com. _
Job Type: Full-time
Pay: $25.00 per hour
Schedule:
- 8 hour shift
Work Location: In person
Salary : $25
