Job Description

Job Description:

Short 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 4 days onsite after first 30 days.

Complete 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:

Hours: 9:30 AM - 6:00 PM

Customer Support Entry Roles and Responsibilities

1. Answer calls in a dynamic IT operations environment, supporting multiple agencies.
2. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia.
3. Log and route service requests and incidents in an incident management system.
4. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis.
5. Provide a high level of customer service to end users on a daily basis.
6. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.
7. Troubleshoot issues related to agency specific applications and web applications.
8. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.
9. Collaborate with the IT leadership team to select and implement cost-effective technology for the District.
10. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests.
11. Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
12. Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned resources.

Skills Matrix:

1. 1-5 yrs providing IT technical support to computer system users by telephone, email, etc. Required: 1 Year
2. 1-5 yrs maintaining computers, systems and printers in a professional setting. Required: 1 Year
3. 1-5 yrs installing and troubleshooting computer operating systems and software. Required: 1 Year
4. Expertise in supporting desktop operating systems (Windows 10, 11 and Mac OSX 10.10.X). Required: 1 Year
5. Customer service support experience in either a face-to-face or phone support role. Required: 2 Years
6. Experience providing technical support in a 'call center' environment where the candidate received multiple calls at once. Required: 1 Year
7. Experience tracking service request/incidents using an ITSM tool. Required: 1 Year
8. Provide customer-oriented results and build an efficient end-user support environment. Required: 1 Year
9. Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management. Required: 1 Year
10. Knowledge of Microsoft Office Suite (Office 365). Required: 1 Year
11. Excellent written and verbal communication skills in a professional setting. Required: 2 Years
12. Microsoft Certifications: MCP Windows 10, CompTIA A+ etc. Highly desired

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