Helpdesk/ Customer Support Entry(Hybrid)

We are looking for a Helpdesk/ Customer Support Entry (Min 1+ yrs) (Webcam Interview).

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 1

Length: 9-21 Months+

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

Immediate interviews – (Webcam Interview)

Please Note this position is HYBRID(4 DAYS a WEEK ONSITE Is REQUIRED.)

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 3 days onsite after first 30 days onsite

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

JOB DESCRIPTION
Responsibilities:

1. Provide technical assistance to computer system users on a variety of issues.

2. Identifies, researches, and resolves technical problems.

3. Responds to telephone calls, email and personnel requests for technical support.

4. Documents, tracks, and monitors the problem to ensure a timely resolution.

5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.

6. Answer questions or resolve computer problems for clients in person, via telephone or from remote location.

7. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

8. Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.

9. Reads and comprehends technical service manuals and publications.

10. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.

11. Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.

12. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems

13. Strong communication skills.

14. Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.

15. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.

16. Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

17. Communicates accurate and useful status updates.

18. Manages and reports time spent on all work activities.

19. Ability to work in a team environment.

Minimum Education/Certification Requirements:
Bachelor’s degree in Information Technology or related field or equivalent experience

Job Types: Full-time, Contract

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• IT tech support to computer users by telephone, email, etc.: 3 years (Required)
• maintaining computers &printers in a professional setting: 3 years (Required)
• installing& troubleshooting operating systems& software: 3 years (Required)
• Bachelor’s degree in IT or related field: 3 years (Required)
• supporting desktop operating systems: 3 years (Required)
• providing technical support in a "call center" environment: 3 years (Required)
• tracking service request/incidents using a ITSM tool: 3 years (Required)
• basic Active Directory functions: 3 years (Required)
• Knowledge of Microsoft Office Suite (Office 2010+365): 3 years (Required)
• Microsoft Certifications: MCP Windows 7, Windows 10, +A etc: 1 year (Required)

Work Location: On the road