Help Desk and Customer Support

Purpose

• The LCS HelpDesk team provides technical helpdesk support to more than 200 Clerk staff.
• The House is seeking a Helpdesk and Customer Support professional to be part of the LCS Helpdesk team. The focus of this support will be responding, routing, ticketing and fulfilling customer service requests, as well as assisting with other general IT support duties as necessary.

Period of Performance

• 1 year of award with two additional option periods of 12 months each.

General Responsibilities

• The individual will work onsite during the period to answer helpdesk calls and email requests for support of PCs, Laptops, Macbooks, iPads, iPhones, peripherals and any Commercial Off The Shelf (COTS) applications. The individual will also perform various IT support duties as described below.

Responsibilities

• Monitor, answer and complete phone and email requests during prescribed office hours Monday through Friday.
• Respond to requests covering a broad range of support from assisting with password reset, to troubleshooting customer access difficulties, to issues with Office 365 products.
• Answer or appropriately redirect questions relating to various supported Clerk applications.
• Perform various IT support duties including imaging PCs/Laptops, setting up Windows PCs/Laptops, iPads, iPhones as well as various peripherals such as printers and scanners.
• Conduct trainings and/or participate in meetings - in person, via phone conference, remote access or chat client.
• Real-time self-completion of requests, or redirection of requests to appropriate personnel as necessary.
• Log all requests into customer tracking systems (Halo); Update and maintain other forms of work reporting and tracking as necessary.

Qualifications

• This is a high visibility position demanding reliable, timely delivery of high caliber service and work product.
• Demonstrated ability to image PCs/Laptops, set up and configure Windows PCs/Laptops, iPads, iPhones, and MacOS.
• Working knowledge of Windows and Mac OS Operating Systems. Working knowledge of O365 suite of applications.
• Ability to install and troubleshoot standard Office applications such as Office 365, Adobe Creative Cloud, Acrobat, but not limited to these.
• Demonstrated ability to discover, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding; poise and professionalism in all customer communications required.
• Must adapt to multiple tasks and shifting work objectives; Reliable attendance, timely completion and reporting/ticketing of work tasks required.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.