Helpdesk Customer Support

Summary

The job is for a Helpdesk Customer Support Entry level position in Washington, DC. The role involves answering technical inquiries, providing desktop support, logging service requests, creating knowledge articles, and maintaining service level agreements. The employee will also collaborate with the IT leadership team to select and implement cost-effective technology for the District.

Requirements

• Bachelor’s degree in information technology or related field or equivalent experience
• 1-5 years providing IT technical support to computer system users by telephone, email, etc. (Required)
• 1-5 years maintaining computers, systems, and printers in a professional setting (Required)
• 1-5 years installing and troubleshooting computer operating systems and software (Required)
• Strong customer service experience (Required)
• Experience providing technical support in a 'call center' environment where the candidate received multiple calls at once (Required)
• Experience tracking service request/incidents using a ITSM tool (Required)
• Provide customer-oriented results and build an efficient end-user support environment (Required)
• Experience with basic Active Directory functions such as: Account Creations, Password Resets, and OU Management (Required)
• Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) (Required)
• Excellent written and verbal communication skills in a professional setting (Required)

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 locations
• Provide service and preventive maintenance activities on terminals, printers, personal computers
• 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

Preferred Qualifications

Microsoft Certifications: MCP Windows 7, Windows 10, +A etc (Highly desired)