Customer Support Senior

Customer Support Senior

Vacancy: 1

Work Arrangement: Onsite

Location: Washington, DC 20002

Employment Type: Contract

Engagement Type: W2 or 1099 only; no C2C

Dhaka Technologies Limited is hiring for a client seeking a Senior Customer Support professional to provide technical assistance to computer system users on a variety of issues.

The client is a leading authority on energy and environmental issues affecting the District of Columbia. Through a combination of regulations, outreach, education, and incentives, the organization administers programs and services to fulfill its mission. The organization works collaboratively with government agencies, residents, businesses, and institutions to promote environmentally responsible behavior and support a more sustainable urban environment.

Responsibilities:

• Provide technical assistance to computer system users in a Windows-based environment.

• Configure, prepare, and deploy new desktop and laptop computers for staff, including the installation of required software and security tools.

• Deploy and configure mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.

• Identify, research, and resolve software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.

• Respond to telephone calls, emails, and personnel requests for desktop and mobile device support.

• Document, track, and monitor reported issues to ensure timely and complete resolution.

• Provide support for printing devices, including printer installation, troubleshooting printing issues, and replacing consumables.

• Provide support for office copier machines, including installing print queues, troubleshooting copier issues, and replacing consumables.

• Assist users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.

• Provide support for various computer peripherals, including wireless keyboards, mice, scanners, local printers, and wireless headsets.

• Answer questions and resolve computer problems for users in person, by telephone, or through remote support tools.

• Follow established procedures and maintain inventory and asset management records for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.

• Read and interpret technical manuals and documentation to support troubleshooting and system maintenance.

• Use diagnostic tools and reference materials to assist in resolving hardware and software issues.

• Maintain knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.

• Communicate clearly and effectively with end users and IT team members.

• Assist with the coordination and implementation of system upgrades, patches, and new hardware and software deployments.

• Provide accurate and complete answers to general computing and administrative questions in a timely manner.

• Implement and support shared software, including operating systems, configuration management tools, and standard enterprise software applications.

• Communicate status updates clearly and provide timely reports on work activities, task progress, and issue resolution.

Minimum Education/Certification Requirements:

Bachelor’s degree in IT or a related field, or equivalent experience.

Required/Desired Skills

How to Apply

Interested candidates who meet the qualifications should send their resume to 

talent@dhakatech.us