Job description

Job Description:

The Customer Support Entry level is a first level representative to the technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion 3 days onsite per week

Customer Support Entry:

i. Answer calls in a dynamic IT operations environment; supporting multiple agencies

ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia

iii. Log and route service requests and incidents in an incident management system

iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

v. Provide a high level of customer service to end users on a daily basis

vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

vii. Troubleshoot issues related to agency specific applications and web applications

viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District

x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Schedule:

• 8 hour shift

Experience:

• IT technical support: 2 years (Preferred)
• Installing and troubleshooting OS: 2 years (Preferred)
• supporting desktop OS: 2 years (Preferred)
• customer service & technical support: 2 years (Preferred)
• ITSM tool: 2 years (Preferred)
• Active Directory functions: 2 years (Preferred)
• Microsoft Office Suite: 2 years (Preferred)

License/Certification:

• MCP & +A (Preferred)

Work Location: Remote

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