Customer Support Specialist

4 weeks ago

Washington, Washington, D.C., United States Gridiron IT Solutions LLC Full time
Job Summary

Gridiron IT Solutions LLC is seeking a highly skilled and experienced Call Center Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our clients and ensuring their IT needs are met.

Key Responsibilities:

  • Provide technical support to clients via phone, email, and remote desktop software
  • Resolve Tier I helpdesk calls related to email, network accounts, password resets, and PIVs
  • Assist with conferencing and instant messaging support
  • Offer mobile device support for iPhone and Android devices
  • Provide remote desktop support using Remote Desktop software
  • Assist with telephone, voice service, and VOIP support
  • Update email and telephone directories
  • Resolve network connectivity and remote access issues
  • Address network printing issues
  • Assist with IT security issues and virus protection
  • Implement software patches, updates, and upgrades
  • Perform data backup and recovery
  • Document actions taken in the incident tracking system and provide guidance to prevent reoccurrences

Requirements:

  • At least two years of experience in customer support providing technical help desk, service desk, or call center support services
  • Experience updating a trouble ticketing system
  • Ability to work effectively and efficiently in a team environment and relate well to others
  • Ability to readily adapt to changing requirements
  • Ability to handle frustrated customers with respect and patience
  • Strong commitment to performing and producing at the highest level of quality at all times
  • Ability to communicate clearly and effectively both in written and verbal communications
  • Positive attitude focused on customer satisfaction

Benefits:

  • Comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance
  • Eligibility to participate in Gridiron IT Solutions LLC's benefits programs for full-time and part-time employees working at least 30 hours per week

About Gridiron IT Solutions LLC:

Gridiron IT Solutions LLC is a Small Business specializing in IT talent search and placement. From executive search to cleared IT professionals, we provide top talent to government agencies, federal contractors, and commercial clients. Building on more than 20 years of recruiting excellence and solid relationships throughout the field, we are a trusted IT staffing resource in the National Capital Area and across the country.

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