Customer Support Entry Washington , Washington DC

DOES is seeking an experienced Customer Support who can quickly and accurately provide a prompt and professional customer service experience for our OIT customers. This includes using specialized, customer service knowledge to support equipment issue, answering a wide array of questions and proffering care to end users on computer related issues. The ideal team member is focused and organized and loves technology and helping others.

The ideal candidate will be able to:

Greet OIT visitors in person, by email and over the phone, identify, initiate and communicate appropriate next steps
Initiate tickets in KACE Systems Management to open, track and escalate client issues.
Work with Help Desk Team to provide Tier 1 Helpdesk ticket resolution and support for clients.
Participate in user testing of new applications and configurations before deploying them into the production environment utilizing a virtual desktop environment to isolate and
Work with Help Desk Team to implement baseline configurations and deployment of image to new computing equipment.
Contribute to asset management tracking by recording movement of all Smartphones, Tablets, PC's, and laptops assigned and turned in by employees

Responsibilities
1. Provide technical assistance to computer system users on a variety of issues.
2. Identifies, researches, and resolves technical problems.
3. Responds to telephone calls, email and personnel requests for technical support.
4. Documents, tracks, and monitors the problem to ensure a timely resolution.
5. Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
6. Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
7. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
8. Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge
of electrical/mechanical principles and basic electronics.
9. Reads and comprehends technical service manuals and publications.
10. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
11. Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
12. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
13. Strong communication skills.
14. Assists in the coordination of changes, upgrades, and new products, ensuring systems shall operate correctly in current and future environments.
15. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
16. Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

- provided by Dice