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Helpdesk/ Customer Support Entry Washington DC

Helpdesk/ Customer Support Entry

Full Time • Washington DC
TITLE: Helpdesk/ Customer Support Entry
LOCATION: Washington DC / Onsite
MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 1 year
INTERVIEWS: In Person
            
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 4 days onsite after the first 30 days onsite.
Responsibilities
·         Provide technical assistance to computer system users on a variety of issues.
·         Identifies, researches, and resolves technical problems.
·         Responds to telephone calls, emails, 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 locations.
·         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, and personal computers with 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 the coordination of changes, upgrades, and new products, ensuring systems operate correctly in current and future environments.
·         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.
 
Skills:
·         Providing IT technical support to computer system users by telephone, email, etc. Required 1 Year
·         Maintaining computers, systems, and printers in a professional setting. Required 1 Year
·         Installing and troubleshooting computer operating systems and software. Required 1 Year
·         Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.X). Required 1 Year
·         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 Year
·         Experience tracking service requests/incidents using an ITSM tool. Required 1 Year
·         Provide customer-oriented results and build an efficient end-user support environment. Required 1 Year
·         Experience with basic Active Directory functions such as Account Creation, Password Reset, and OU Management. Required 1 Year
·         Knowledge of Microsoft Office Suite (Office 365). Required 1 Year
·         Excellent written and verbal communication skills in a professional setting. Required 2 Years
·         Microsoft Certifications: MCP Windows 10, CompTIA A+, etc. Highly desired
Compensation: $10.00 - $20.00 per hour




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