Job Description :
TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years.



TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.
Please send me the resumes to and call me at Helpdesk Technician Washington DC 6-8 months Need signed RTR Req. Skills: Established experience of 2-4 years as a team member of application support team in a call center environment. Minimum Certifications: Any (2) or any (2) equivalent of: A+, Network+, Project+, Security+, MCSE, MCSA, MCP, HDI Support Center Specialist, ITIL v3 Foundation Minimum Education: Four-year Bachelors Degree from an accredited U.S. school Demonstrate expertise in Microsoft operating systems Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio Experience with Microsoft Exchange and CA ServiceDesk, Timekeeping System Application (i.e. Clarity, PeopleSoft etc, Flexible working shift hours, team working schedule is 7 days per week, 6:00a.m., 10:00pm, including weekends and on-call support for evenings, weekends, and holidays. Occasional work during 3rd shift may be required. An aptitude for providing positive customer service Good communication, problem solving and technical writing skills An in-depth knowledge of relevant operating systems, applications, printers and other hardware required. Displays courtesy and sensitivity. Provide mentoring of users and Tier 1 team members as appropriate Successfully handling emotional customer situations Responds promptly to customer and management needs Solicit scustomer and partner support organizations for feedback to improve service Deliverables New Requirement This position will provide WMATA COTS application support during product roll-out and throughout the product life, ensuring customers are mentored for future avoidance. This position also requires the candidate to be capable of receiving and processing user related known issues and problems to meet SLA timelines. This candidate will also assist the Application Support Lead in the documenting of known solutions, trends and other ad-hoc reporting to management and senior subject matter experts. The right candidate will have advanced knowledge of timekeeping COTS systems, such as KRONOS, including administration level debugging expertise and communication skills. Function as a technical application Help Desk Call Center technician with other colleagues to managing inbound service tickets, schedules, reporting and issue resolution for known issues with the timekeeping application. Address Tier 2issues or concerns and escalate to alternate Tier 2support organizations (i.e. Payroll, HR etc) or Tier3 Subject Matter Experts as appropriate Provide technical, debugging, root cause analysis for application support Perform continual improvement through self help, training, metrics, reporting and mentoring other team members Apply appropriate level of priority and severity to reported user requests following all tickets to closure including re-assigned requests Co-Pilot with other team members working user issues to develop relationships, quality and experience within the application and team Escalate unresolved problems and those not meeting SLAs to the Application Support Manage the WMATA knowledge information with missing problem resolution information. Collaborate with Tier 1 management on changes as necessary Respond to incoming concerns about application support from Help Desk Technicians in a positive and professional manner Ensure the provisioning of advanced support for local and off-site users using remote desktop access as indicated by problem resolution protocol Demonstrate excellent verbal and written communications skills. Document, track, report and utilize trend reporting on all calls related to timekeeping through WMATA's CA ServiceDesk Application Using WMATA provided tools and systems, diagnose, research, and resolve problems for multiple platforms and applications in response to customer reported incidents. Provide weekly updates/status to The Application Support Lead