Helpdesk Customer Support Specialist

3 days ago

Washington DC USA, United States Serigor Inc. Full time
Job Title: Helpdesk Customer Support Entry

Join Serigor Inc. as a Helpdesk Customer Support Entry and be part of our dynamic IT operation environment. As a first-level representative to our client technical support team, you will answer a variety of technical inquiries, documenting issues and alerting senior staff in a timely fashion.

Responsibilities:
  • 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 a 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.
  • Read and comprehend 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 the current and future environment.
  • Provides accurate and complete answers to general use and 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.
Requirements:
  • Bachelor's degree in information technology or related field or equivalent experience.
Skills:
  • 1-5 years providing IT technical support to computer system users by telephone, email, etc.
  • 1 year maintaining computers, systems, and printers in a professional setting.
  • 1 year installing and troubleshooting computer operating systems and software.
  • Bachelor's degree in IT or related field or equivalent experience.
  • Expertise in supporting desktop operating systems (Windows 7, 8.X, 10, Mac OSX 10.10.X).
  • Strong customer service experience.
  • Experience providing technical support in a 'call center' environment where the candidate received multiple calls at once.
  • 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 (Office 2010+ and Office 365).
  • Excellent written and verbal communication skills in a professional setting.
  • Microsoft Certifications: MCP Windows 7, Windows 10, +A etc.

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