OCTO - Helpdesk/ Customer Support Entry

Overview

On Site
$20 - $25
Full Time
No Travel Required

Skills

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

Job Details

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
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

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