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.
Complete Description:
The Client 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:
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:
· 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
· 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
· Customer service support experience in either a face to face or phone support role.
Required 2 Years
· Excellent written and verbal communication skills in a professional setting.
Required 2 Years
· Microsoft Certifications: MCP Windows 10, CompTIA A+ etc. Highly desired