Customer Support

Description:

The Customer Support Entry level is a first level representative to the technical support team. They answer a variety of technical inquires documenting issues and alerting senior staff in a timely fashion.

Customer Support Entry:

· 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

Responsibilities:

· Provide technical assistance to computer system users on a variety of issues.

· Identifies, researches, and resolves technical problems.

· Responds to telephone calls, email and personnel requests for technical support.

· Documents, tracks, and monitors the problem to ensure a timely resolution.

· Has 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 service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.

· Reads and comprehends technical service manuals and publications.

· Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.

· Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.

· Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

· Strong communication skills.

· Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.

· Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.

· Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

· Communicates accurate and useful status updates.

· Manages and reports time spent on all work activities.

· Ability to work in a team environment.

Minimum Education/Certification Requirements:

Bachelor’s degree in Information Technology or related field or equivalent experience

Skills Required:

Expertise in supporting desktop operating systems to include the following (Windows 7, 10 Mac OSX 10.10.X)

Strong customer service experience

Experience providing technical support in a "call center" environment and managing multiple calls simultaneously

Experience tracking service request/incidents using a ITSM tool

Provide customer-oriented results and build an efficient end-user support environment

Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management

Knowledge of Microsoft Office Suite to include the following: (Office 2010+ and Office 365)

Excellent written and verbal communication skills

Microsoft Certifications: MCP Windows 7, Windows 10

1-5 yrs providing technical support to computer system users by telephone, email, etc.

1-5 yrs maintaining personal computers, systems and printers

1-5 yrs installing and troubleshooting computer operating systems and software

Bachelor’s degree in IT or related field or equivalent experience

All your information will be kept confidential according to EEO guidelines.