Helpdesk or Customer Support Entry with Min 1+yrs exp in Provide desktop support for technical issues in a Call Center environment(Webcam&In Person Interview)(ONSITE_Local to DMV Area)

We are looking for a Helpdesk/ Customer Support Entry (Min 1 yrs Exp) ONSITE (Both Webcam and In Person Interview).

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 3(THREE)

Length: 13 Months

Work Address: Washington, DC 20003 (4 Days a week ONSITE)

Immediate interviews – (Both Webcam and In Person Interview)

Please Note this position is ONSITE

Local Candidates ONLY

The Customer Support Entry level is a first level representative to the technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion 4 days onsite after first 30 days.

Customer Support Entry:

9:30 - 6:00 pm shift

i. Answer calls in a dynamic IT operations environment ; supporting multiple agencies

ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia

iii. Log and route service requests and incidents in an incident management system

iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

v. Provide a high level of customer service to end users on a daily basis

vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

vii. Troubleshoot issues related to agency specific applications and web applications

viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District

x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Responsibilities:

JOB DESCRIPTION

• Provide technical assistance to computer system users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
• Reads and comprehends technical service manuals and publications.
• Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
• Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Strong communication skills.
• Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.
• Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Ability to work in a team environment.
  
  

Required/Desired Skills

Candidates must have ALL the “Required” skills in order to be considered for the position. “Desired” or “Highly Desired” skills are a PLUS but may NOT be required.

Skill Matrix

Experience with Business workflow processes

Required / Desired

Amount

of Experience

1-5 yrs providing IT technical support to computer system users by telephone, email, etc.

Required

1

Years

1-5 yrs maintaining computers, systems and printers in a professional setting

Required

1

Years

1-5 yrs 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

Customer service support experience in either a face to face or phone support role

Required

2

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

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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