Improvix Technologies
IT Help Desk / Customer Care Specialist
Improvix Technologies, Washington, District of Columbia, us, 20022
Overview
Join to apply for the
IT Help Desk / Customer Care Specialist
role at
Improvix Technologies .
Title:
IT Help Desk / Customer Care Specialist / Front Desk Support
Shift:
M-F; 8am - 5pm (ONSITE)
Clearance:
Top Secret
Location:
Washington, DC
We are looking for a personable, engaging, and professional customer care specialist to manage our Federal customer’s front desk. This individual will be responsible for welcoming all customers to the help desk, initiating tickets, performing basic triage, and ensuring that customers are satisfied and being actively assisted. This is an excellent entry-level position for anyone looking to start their career in the IT profession. You will learn 5-star customer service standards and techniques, introductory tier 1-2 technical skills, and become a key member of a dynamic, close-knit team.
Responsibilities
Welcomes and provides initial engagement for all customers, including VIPs and senior executive leadership
Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
Performs other duties, as required.
Education and Experience
Windows and Office experience
Active Directory maintenance and Exchange 2007 & 2010
PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android)
Client PC connectivity - ethernet, TCP/IP and VPN
File server knowledge
Strong customer service and troubleshooting skills
Ability to communicate technical information, both verbal and written, to a wide range of end-users
2 years+ experience working in a Windows environment
Basic Qualifications
Motivated, with high integrity, honesty and ethics
Ability to obtain a Top Secret Clearance (US Citizenship required)
Effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
Strong work ethic, energetic, motivated to complete tasks in a timely manner, with a commitment to the mission and accountability
Translates technical terminology into common business language to ensure understanding by all stakeholders
Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
Encourages teamwork and performance toward business goals and objectives
Exhibits strong professionalism and reacts well under pressure and stressful circumstances
Proven ability to make and implement difficult decisions while respecting the needs and ideas of clients, partners and team members
Exercises sound judgment in decision making
Driven by performance, client success, and delivery of results
Comfortable in a fast-paced, complex and sometimes ambiguous environment
Must be visible to customer and bring value and confidence to customer relationships
Improvix Technologies, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sexual orientation, religion, age, national origin, disability status or any other class protected by law. U.S. Citizenship is required for most positions.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Improvix Technologies by 2x
Get notified about new Information Technology Help Desk jobs in Washington, DC.
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IT Help Desk / Customer Care Specialist
role at
Improvix Technologies .
Title:
IT Help Desk / Customer Care Specialist / Front Desk Support
Shift:
M-F; 8am - 5pm (ONSITE)
Clearance:
Top Secret
Location:
Washington, DC
We are looking for a personable, engaging, and professional customer care specialist to manage our Federal customer’s front desk. This individual will be responsible for welcoming all customers to the help desk, initiating tickets, performing basic triage, and ensuring that customers are satisfied and being actively assisted. This is an excellent entry-level position for anyone looking to start their career in the IT profession. You will learn 5-star customer service standards and techniques, introductory tier 1-2 technical skills, and become a key member of a dynamic, close-knit team.
Responsibilities
Welcomes and provides initial engagement for all customers, including VIPs and senior executive leadership
Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
Performs other duties, as required.
Education and Experience
Windows and Office experience
Active Directory maintenance and Exchange 2007 & 2010
PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android)
Client PC connectivity - ethernet, TCP/IP and VPN
File server knowledge
Strong customer service and troubleshooting skills
Ability to communicate technical information, both verbal and written, to a wide range of end-users
2 years+ experience working in a Windows environment
Basic Qualifications
Motivated, with high integrity, honesty and ethics
Ability to obtain a Top Secret Clearance (US Citizenship required)
Effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
Strong work ethic, energetic, motivated to complete tasks in a timely manner, with a commitment to the mission and accountability
Translates technical terminology into common business language to ensure understanding by all stakeholders
Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
Encourages teamwork and performance toward business goals and objectives
Exhibits strong professionalism and reacts well under pressure and stressful circumstances
Proven ability to make and implement difficult decisions while respecting the needs and ideas of clients, partners and team members
Exercises sound judgment in decision making
Driven by performance, client success, and delivery of results
Comfortable in a fast-paced, complex and sometimes ambiguous environment
Must be visible to customer and bring value and confidence to customer relationships
Improvix Technologies, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sexual orientation, religion, age, national origin, disability status or any other class protected by law. U.S. Citizenship is required for most positions.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Improvix Technologies by 2x
Get notified about new Information Technology Help Desk jobs in Washington, DC.
#J-18808-Ljbffr