Position Title & Code:Helpdesk/ Customer SupportEntry
Location: WashingtonDC
Project End Date:09/30/2024 (With Possible extension to next fiscalyear).
Short Description:
The Customer Support Entry level is a first levelrepresentative to the technical support team. They answer a varietyof technical inquiries documenting issues and alerting senior staffin a timely fashion 4 days onsite after first 30 daysonsite.
Customer SupportEntry:
9:30 6:00 pm shift
i. Answer calls in a dynamic IT operations environment; supportingmultiple agencies
ii. Provide desktop support fortechnical issues in a Call Center environment as well as offsitelocations throughout the District of Columbia
iii. Logand route service requests and incidents in an incident managementsystem
iv. Create and maintain knowledge articles in theagencys knowledge management system on a daily basis
v.Provide a high level of customer service to end users on a dailybasis
vi. Provide technical expertise related toMicrosoft Products such as Microsoft Office Windows operatingsystems as well as other related Microsoft applications
vii. Troubleshoot issues related to agency specific applicationsand web applications
viii. Provide technical support formobile devices such as iPads iPhones Android devices andtablets
ix. Collaborate with the IT leadership team toselect and implement costeffective technology forDistrict
x. Maintain service level agreements related toboth Call Center and Desk Side support Service/Incidentrequests
xi. Work with other technical teams tocoordinate multitiered technical support for outages widespreadsecurity incidents
xii. Adhere to all Enterprisewidesecurity policies related to security and integrity ofDistrictowned Resources
Responsibilities:
1. Provide technical assistance tocomputer system users on a variety of issues.
2.Identifies researches and resolves technical problems.
3. Responds to telephone calls email and personnel requests fortechnical support.
4. Documents tracks and monitors theproblem to ensure a timely resolution.
5. Has knowledgeof commonly used concepts practices and procedures within aparticular field.
6. Answer questions or resolvecomputer problems for clients in person via telephone or fromremote location.
7. May provide assistance concerningthe use of computer hardware and software including printinginstallation word processing electronic mail and operatingsystems.
8. Provide service and preventive maintenanceactivities on terminals printers personal computers basic knowledgeof electrical/mechanical principles and basicelectronics.
9. Reads and comprehends technical servicemanuals and publications.
10. Knowledge of basicmathematics to read and understand various gauges meters andmeasurement devices.
11. Able to diagnose and repairproducts by replacing worn or broken parts and making technicaladjustments.
12. Makes appropriate use of referencepublications and diagnostic aids in resolving technicalproblems.
13. Strong communication skills.
14. Assists in coordination of changes upgrades and new productsensuring systems shall operate correctly in current and futureenvironment.
15. Provides accurate and complete answersto general use and 35 administrative environment questions in atimely manner.
16. Implements shared software such asoperating systems configuration management tools application anddevelopment tools testing tools compilers and codeeditors.
17. Communicates accurate and useful statusupdates.
18. Manages and reports time spent on all workactivities.
19. Ability to work in a teamenvironment.
Skill Assessment: (Please include theyears of experience last used and brief description on skills belowinformation is to be submitted along with theresume)
Skill
Required /Desired
Amount of Experience
YearsUsed
Short Brief Description
Project
15 yrs providing IT technical support to computer systemusers by telephone email etc.
Required
1years
15 yrs maintaining computers systems and printers in aprofessional setting
Required
1 years
15 yrs installing and troubleshooting computeroperating systems and software
Required
1years
Expertise in supporting desktop operating systems (Windows10 11 and Mac OSX 10.10.X)
Required
1years
Customer service support experience in either a face toface or phone support role
Required
2years
Experience providing technical support in acall center environment where the candidate received multiple callsat once
Required
1years
Experience tracking service request/incidents using a ITSMtool
Required
1 years
Provide customerorientedresults and build an efficient enduser supportenvironment
Required
1years
Experience with basic Active Directory functions such as:Account Creations Password Resets and OU Management
Required
1 years
Knowledge of Microsoft Office Suite(Office 365)
Required
1years
Excellent written and verbal communication skills in aprofessional setting
Required
2years
Microsoft Certifications: MCP Windows 10 CompTIA Aetc.
Highlydesired