Helpdesk​/Customer Support Entry

Overview

Role:
Helpdesk/Customer Support Entry

Client: DC Government

Location:

Washington DC (onsite)

Shift: 9:30 AM – 6:00 PM

• Answer calls in a dynamic IT operations environment; 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, including Microsoft Office, Windows operating systems, and other related Microsoft applications
• Troubleshoot issues related to agency-specific applications and web applications
• Provide technical support for mobile devices (iPad, iPhone, Android devices and tablets)
• Collaborate with the IT leadership team to select and implement cost-effective technology for the 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 and widespread security incidents
• Adhere to all Enterprise-wide security policies related to security and integrity of District-owned resources

• Provide technical assistance to computer system users on a variety of issues
• Identify, research, and resolve technical problems
• Respond to telephone calls, email, and personnel requests for technical support
• Document, track, and monitor the problem to ensure a timely resolution
• Have knowledge of commonly used concepts, practices, and procedures within a particular field
• Answer questions or resolve computer problems for clients in person, via telephone, or from remote location
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner
• Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors
• Communicate accurate and useful status updates
• Manage and report time spent on all work activities
• Ability to work in a team environment

• Providing IT technical support to computer systems: 1 year (Preferred)
• Maintaining computers, systems and printers: 1 year (Preferred)
• Install & troubleshoot computer OS & software: 1 year (Preferred)
• Support desktop OS (Windows 10, 11 and Mac OSX 10.10.X): 1 year (Preferred)
• Customer service support experience in face-to-face interactions: 2 years (Preferred)
• Providing technical support in a call center environment: 1 year (Preferred)
• Tracking service requests/incidents using an ITSM tool: 1 year (Preferred)
• Provide customer-oriented results: 1 year (Preferred)
• Knowledge of Office 365 services, Active Directory functions: 1 year (Preferred)
• Written and verbal communication skills in a professional setting: 1 year (Preferred)
• Microsoft
  
  Certifications:
  
  MCP Windows 10, CompTIA A+, etc.: 1 year (Preferred)