Helpdesk/ Customer Support Entry

2 months ago

Washington, United States AHU Technologies Inc Full time
Job DescriptionJob DescriptionTITLE: Helpdesk/ Customer Support Entry
LOCATION: Washington DC / Onsite
MINIMUM EDUCATION: Bachelors degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 1 year
INTERVIEWS: In Person

Job 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 4 days onsite after the first 30 days onsite.
Responsibilities
Provide technical assistance to computer system users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, 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 locations.
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, and personal computers with 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 the coordination of changes, upgrades, and new products, ensuring systems operate correctly in current and future environments.
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.

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
Customer service support experience in either a face-to-face or phone support role. Required 2 Years
Experience providing technical support in a "call center" environment where the candidate received multiple calls at once. Required 1 Year
Experience tracking service requests/incidents using an 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 Creation, Password Reset, and OU Management. Required 1 Year
Knowledge of Microsoft Office Suite (Office 365). Required 1 Year
Excellent written and verbal communication skills in a professional setting. Required 2 Years
Microsoft Certifications: MCP Windows 10, CompTIA A+, etc. Highly desired

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