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Helpdesk/ Customer Support Entry

AHU Technologies

  • Washington, District of Columbia
  • 30+ days ago
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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. 

     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 
    Compensation: $21.00 - $24.00 per hour




    Numbers & Facts

    LocationWashington, District of Columbia
    Websitehttps://AHUTECH.COM

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