Help Desk/ Technical Support

21 hours ago

Washington, Washington, D.C., United States CSZ Net Inc Full time $40,000 - $50,000 per year

Hi,

Please let me know your interest in the below position

Role: Help Desk/ Technical Support

Location: Washington, DC (DC Metro)

Duration: 12+ months

Pay rate: $25/hr on W2

Job ID: OCTO - Helpdesk Specialist Entry

Client: State of DC Agency: OCTO

Hybrid position - local candidates only

Description:

The Office of the Chief Technology Officer 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:

Work Arrangement / Schedule

3 days Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts

Sunday: 9 AM - 6 PM: 1 Day every other week 8 hrs

Roles and Responsibilities

  • Answer calls in a dynamic IT operations 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

Required Skills

  • Bachelor's degree in IT or related field or equivalent experience
  • Customer service support experience in either a face to face or phone support role.
  • Excellent written and verbal communication skills in a professional setting
  • Provide technical support to computer system users by telephone, email, and etc.
  • Maintain computers, systems, and printers in a professional setting
  • Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)
  • Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)
  • Experience providing technical support in a call center environment where the candidate received multiple calls at once.
  • 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 365)

Regards

Kanchan Illa

CSZNet, Inc.

Direct:

Email:

Job Type: Contract

Pay: Up to $25.00 per hour

Expected hours: 52 per week

Application Question(s):

  • 3 Days Onsite - 6 PM - 6 AM: -12 hrs shifts

Every other Sunday: 9 AM - 6 PM: 8hrs

Education:

  • Bachelor's (Preferred)

Experience:

  • Call Center environment : 2 years (Required)

Shift availability:

  • Night Shift (Required)
  • Overnight Shift (Required)

Work Location: In person

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