Job Description :
Jr Help Desk /Customer Support
Richmond, VA
6 Months
Job Description:
Agency is looking for two competent Help desk technicians to provide fast and useful technical assistance to agency staff located across the state of Virginia. You will answer queries on basic technical issues and offer advice to solve them. Ideal candidate for the Jr Help desk technician position(s) must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on DVS IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements:
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control software
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science, or relevant field is preferred.
Required Skills:
Previous experience as help desk technician or other customer support role.
Tech savvy with working knowledge of office automation products, databases and remote control applications.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English.
Excellent communication skills - written and verbal.
Customer-oriented, mature, and cool-tempered.
BSc /BA in IT, Computer Science or relevant field.
Worked in Commonwealth of Virginia agency position.
Worked with VITA/NG Partnership Program.
High attention to detail and can follow instruction.
Proficient with Microsoft Office Apps/Suite.
Proficient in Google Mail/Apps.
Proficient with setting up Android and Apple products.
Able to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly.
Professional neat appearance and wear/dress in appropriate business casual and/or formal attire as necessary.