Helpdesk Specialist Entry

1 day ago

Washington, Washington, D.C., United States Serigor Inc. Full time $40,000 - $80,000 per year
Job Title: Helpdesk Specialist Entry (Onsite)
Location: Washington, DC
Duration: 12 Months+

Job Description:
The Helpdesk Specialist is a first level rep to the client technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs

The client is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:

Customer Support Entry Roles and ResponsibilitiesAnswer calls in a dynamic IT operations environment, supporting multiple agenciesProvide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of ColumbiaLog and route service requests and incidents in an incident management systemCreate and maintain knowledge articles in the agency's knowledge management system on a daily basisProvide a high level of customer service to end users on a daily basisProvide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applicationsTroubleshoot issues related to agency specific applications and web applicationsProvide technical support for mobile devices, such as iPads, iPhones, Android devices and tabletsCollaborate with the IT leadership team to select and implement cost-effective technology for DistrictMaintain service level agreements related to both Call Center and Desk Side support Service/Incident requestsWork with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidentsAdhere to all Enterprise-wide security policies related to security and integrity of District-owned ResourcesSkills:
  SkillsRequired / DesiredAmountof ExperienceBachelor's degree in IT or related field or equivalent experienceRequired5YearsCustomer service support experience in either a face to face or phone support role.Required2YearsExcellent written and verbal communication skills in a professional settingRequired2YearsProvide technical support to computer system users by telephone, email, and etc.Required1YearsMaintain computers, systems, and printers in a professional settingRequired1YearsExpertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)Required1YearsInstall and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)Required1YearsExperience providing technical support in a call center environment where the candidate received multiple calls at once.Required1YearsProvide customer-oriented results and build an efficient end-user support environment.Required1YearsExperience with basic Active Directory functions such as account creations, password resets, and OU ManagementRequired1YearsKnowledge of Microsoft Office Suite (Office 365)Required1YearsMicrosoft Certifications: MCP, Windows , 10, CompTIA A+ etc.Highly desired

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