Job Description :
Job Title: Customer Support Entry - #501220
Primary Skills: Windows 7, 10 Mac OSX 10.10.X, tracking, Active Directory
Location: Washington, DC
Duration: 9/30/17 + possible extensions.
Interviews: In-person.
Years of experience: 1+ years’ experience.
Job Description
The Customer Support Entry level is a first level representative to the OCTO technical support team. They answer a variety of technical inquires documenting issues and alerting senior staff in a timely fashion.
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
Required Skills
- Overall IT Exp. ( 1 + yrs. )
- Expertise in supporting desktop operating systems to include the following (Windows 7, 10 Mac OSX 10.10.X Required. 1 Year.
- Strong customer service experience. Required. 1 Year.
- Experience providing technical support in a "call center" environment and managing multiple calls simultaneously. Required. 1 Year.
- Experience tracking service request/incidents using a ITSM tool. Required. 1 Year.
- Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management. Required. 1 Year.
- Knowledge of Microsoft Office Suite to include the following: (Office 2010+ and Office 365 Required. 1 Year.
- Excellent written and verbal communication skills. Required. 1 Year.
- Microsoft Certifications: MCP Windows 7, Windows 10. Desired.
- 1-5 yrs. providing technical support to computer system users by telephone, email, etc. Desired. 1 Year.
- 1-5 yrs. maintaining personal computers, systems and printers. Desired. 1 Year.
- 1-5 yrs. installing and troubleshooting computer operating systems and software. Desired. 1 Year.
- Bachelor’s degree in IT or related field or equivalent ''experience''. Desired.
Minimum Education/Certification Requirements
Bachelor’s degree in Information Technology or related field or equivalent experience.