Helpdesk Customer Support Entry (Hybrid)

Job Title: Helpdesk Customer Support Entry (Hybrid) Location: Washington, DC Duration: 12 Months+ Job Description: The Customer Support Entry level is a first level representative to the client technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion 3 days onsite after first 30 days onsite • Answer calls in a dynamic IT operation environment; supporting multiple agencies. • Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia • Log and route service requests and incidents in an incident management system • Create and maintain knowledge articles in the agency's knowledge management system on a daily basis. • Provide a high level of customer service to end users on a daily basis! • Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related... Microsoft applications. • Troubleshoot issues related to agency specific applications and web applications. • Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets. • Collaborate with the IT leadership team to select and implement cost-effective technology for District. • Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests. • Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents. • Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources. Responsibilities: • 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. Minimum Education/Certification Requirements: • Bachelor’s degree in information technology or related field or equivalent experience Skills: Skills 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 Bachelor’s degree in IT or related field or equivalent experience Highly desired 5 Years Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X) Required 1 Years Strong customer service experience Required 1 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 2010+ and Office 365) Required 1 Years Excellent written and verbal communication skills in a professional setting Required 1 Years Microsoft Certifications: MCP Windows 7, Windows 10, +A etc Highly desired Apply to this job Apply Job!