Helpdesk Customer Support Entry (Hybrid) - Serigor Inc.

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

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