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

· Answer calls in a dynamic IT operations environment, supporting multiple agencies

· Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia

· Log and route service requests and incidents in an incident management system

· Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

· Provide a high level of customer service to end users on a daily basis

· Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

· Troubleshoot issues related to agency specific applications and web applications

· Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

· Collaborate with the IT leadership team to select and implement cost-effective technology for District

· Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

· Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

· Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources.

Skills Matrix:

· 1-5 yrs providing IT technical support to computer system users by telephone, email, etc. Required 1 Year

· 1-5 yrs maintaining computers, systems and printers in a professional setting. Required 1 Year

· 1-5 yrs installing and troubleshooting computer operating systems and software. Required 1 Year

· Expertise in supporting desktop operating systems (Windows 10, 11 and Mac OSX 10.10.X). Required 1 Year

· Customer service support experience in either a face to face or phone support role. Required 2 Years

· Experience providing technical support in a "call center" environment where the candidate received multiple calls at once. Required 1 Year

· Experience tracking service request/incidents using a ITSM tool. Required 1 Year

· Provide customer-oriented results and build an efficient end-user support environment. 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 (Office 365). Required 1 Year

· Excellent written and verbal communication skills in a professional setting. Required 2 Years

· Microsoft Certifications: MCP Windows 10, CompTIA A+ etc. Highly desired