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Helpdesk/ Customer Support Entry

AHU Technologies

  • Washington, District of Columbia
  • 30+ days ago
  • $22–$25 Per Hour
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Skills

  • 1st Level Supportunmatched
  • Androidunmatched
  • Apple iPadunmatched
  • Apple iPhoneunmatched
  • Call Centersunmatched
  • Communication Skillsunmatched
  • CompTIA A+unmatched
  • Computer Maintenanceunmatched
  • Computer Securityunmatched
  • Computer Systemsunmatched
  • Cost Controlunmatched
  • Customer Relationsunmatched
  • Customer Support/Serviceunmatched
  • Data Warehousing Applicationsunmatched
  • Desktop Administrationunmatched
  • Documentationunmatched
  • ERP (Enterprise Resource Planning)unmatched
  • Enterprise Protectionunmatched
  • Entertainment and Mediaunmatched
  • Entrepreneurshipunmatched
  • Help Deskunmatched
  • IT Service Management (ITSM)unmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Information Technology Consultingunmatched
  • Internet Applicationunmatched
  • Knowledge Management Systemsunmatched
  • MCP - Microsoft Certified Professionalunmatched
  • Mac Operating System X (OS X)unmatched
  • Maintenance Servicesunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Certificationsunmatched
  • Microsoft Officeunmatched
  • Microsoft Product Familyunmatched
  • Microsoft Windows Operating Systemunmatched
  • Mobile Devicesunmatched
  • Office Suitesunmatched
  • Operating Systemsunmatched
  • Operational Supportunmatched
  • Presentation/Verbal Skillsunmatched
  • Printersunmatched
  • Service Level Agreement (SLA)unmatched
  • Systems Administration/Managementunmatched
  • Systems Maintenanceunmatched
  • Team Playerunmatched
  • Technical Leadershipunmatched
  • Technical Supportunmatched
  • Telecommunicationsunmatched
  • Telephone Skillsunmatched
  • Time Managementunmatched
  • Writing Skillsunmatched

Description

Job Description: 
Short 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 first 30 days.
Complete Description: 
The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
Hours - 9:30 AM - 6:00 PM 
Customer Support Entry Roles and Responsibilities
·         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.
Skills Matrix:
·         1-5 yrs providing IT technical support to computer system users by telephone, email, etc. Required 1 Year
·         1-5 yrs maintaining computers, systems and printers in a professional setting. Required 1 Year
·         1-5 yrs 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 request/incidents using a 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 Creations, Password Resets 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: $22.00 - $25.00 per hour

Numbers & Facts

LocationWashington, District of Columbia
Salary$22–$25 Per Hour

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