IT Support Specialist

7 days ago

Washington, Washington, D.C., United States Serigor Inc Full time
Job Title:

Helpdesk Customer Support Entry (Hybrid)

Location:

Washington, DC

Duration:

12 Months+

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.

Key Responsibilities:

  • Answer calls in a dynamic IT operation 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.

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