11 Yrs Customer Support Senior - Onsite

Role : Customer Support Senior

Client: DC Gvoernment

Location : Washington, DC (Onsite)

Job description:

• 1. Provides technical assistance to computer system users on a variety of issues.
• 2. Identifies, researches, and resolves technical problems.
• 3. Responds to telephone calls, emails, 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. Answers 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. Provides 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 coordination of changes, upgrades, and new products, ensuring systems shall operate correctly in current and future environment.
• 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.
• 17. Communicates accurate and useful status updates.
• 18. Manages and reports time spent on all work activities.
• 19. Able to work in a team environment.

Minimum Education/Certification Requirements:

Bachelor’s degree in IT or related field or equivalent experience