Helpdesk Customer Support Entry

Position Title & Code: Helpdesk/ Customer Support Entry

Location: Washington DC

Project End Date: 09/30/2024 (With Possible extension to next fiscal year).

Short Description:

The Customer Support Entry level is a first level representative to the 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 onsite.

Customer Support Entry:

9:30 6:00 pm shift

i. Answer calls in a dynamic IT operations environment; supporting multiple agencies
ii. Provide desktop support for technical issues in a Call Center environment as well as offsite locations throughout the District of Columbia
iii. Log and route service requests and incidents in an incident management system
iv. Create and maintain knowledge articles in the agencys knowledge management system on a daily basis
v. Provide a high level of customer service to end users on a daily basis
vi. Provide technical expertise related to Microsoft Products such as Microsoft Office Windows operating systems as well as other related Microsoft applications
vii. Troubleshoot issues related to agency specific applications and web applications
viii. Provide technical support for mobile devices such as iPads iPhones Android devices and tablets
ix. Collaborate with the IT leadership team to select and implement costeffective technology for District
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
xi. Work with other technical teams to coordinate multitiered technical support for outages widespread security incidents
xii. Adhere to all Enterprisewide security policies related to security and integrity of Districtowned Resources

Responsibilities:
1. Provide technical assistance to computer system users on a variety of issues.
2. Identifies researches and resolves technical problems.
3. Responds to telephone calls email and personnel requests for technical support.
4. Documents tracks and monitors the problem to ensure a timely resolution.
5. Has knowledge of commonly used concepts practices and procedures within a particular field.
6. Answer questions or resolve computer problems for clients in person via telephone or from remote location.
7. May provide assistance concerning the use of computer hardware and software including printing installation word processing electronic mail and operating systems.
8. Provide service and preventive maintenance activities on terminals printers personal computers basic knowledge of electrical/mechanical principles and basic electronics.
9. Reads and comprehends technical service manuals and publications.
10. Knowledge of basic mathematics to read and understand various gauges meters and measurement devices.
11. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments.
12. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
13. Strong communication skills.
14. Assists in coordination of changes upgrades and new products ensuring systems shall operate correctly in current and future environment.
15. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
16. Implements shared software such as operating systems configuration management tools application and development tools testing tools compilers and code editors.
17. Communicates accurate and useful status updates.
18. Manages and reports time spent on all work activities.
19. Ability to work in a team environment.

Skill Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)

Skill

Required / Desired

Amount of Experience

Years Used

Short Brief Description

Project

15 yrs providing IT technical support to computer system users by telephone email etc.

Required

1 years

15 yrs maintaining computers systems and printers in a professional setting

Required

1 years

15 yrs installing and troubleshooting computer operating systems and software

Required

1 years

Expertise in supporting desktop operating systems (Windows 10 11 and Mac OSX 10.10.X)

Required

1 years

Customer service support experience in either a face to face or phone support role

Required

2years

Experience providing technical support in a call center environment where the candidate received multiple calls at once

Required

1 years

Experience tracking service request/incidents using a ITSM tool

Required

1 years

Provide customeroriented results and build an efficient enduser support environment

Required

1 years

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

1 years

Excellent written and verbal communication skills in a professional setting

Required

2 years

Microsoft Certifications: MCP Windows 10 CompTIA A etc.

Highly desired