2Yrs Helpdesk Customer Support Entry
: Job Details :

Role: Helpdesk/ Customer Support Entry

Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

Client: DC Government

Location: Washington DC (onsite)

Job Description:

Customer Support Entry: 9:30 - 6:00 pm shift

Answer calls in a dynamic IT operations 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.

Identify, research, and resolve technical problems.

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

Document, track, and monitor the problem to ensure a timely resolution.

Have 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.

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

Provide accurate and complete answers to general use and administrative environment questions in a timely manner.

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

Communicate accurate and useful status updates.

Manage and report time spent on all work activities.

Ability to work in a team environment.

Experience:

Providing IT technical support to computer systems: 1 year (Preferred)

Maintaining computers, systems and printers: 1 year (Preferred)

Install & troubleshoot computer OS & software: 1 year (Preferred)

Support desktop OS (Windows 10, 11 and Mac OSX 10.10.X): 1 year (Preferred)

Customer service support experience in either a face to face: 2 years (Preferred)

Providing technical support in a 'call center' environment: 1 year (Preferred)

Tracking service request/incidents using an ITSM tool: 1 year (Preferred)

Provide customer-oriented results: 1 year (Preferred)

Knowledge of Office 365 services, Active Directory functions: 1 year (Preferred)

Written, verbal communication skills in a professional setting: 1 year (Preferred)

Microsoft Certifications: MCP Windows 10, CompTIA A+ etc.: 1 year (Preferred)

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