InterSources
Helpdesk/ Customer Support Entry
InterSources, Washington, District of Columbia, us, 20022
Helpdesk/ Customer Support EntryLocation: Washington DC - 100% Onsite12 Months Contract Position / Full Time Position
Job Description:Entry level customer support will provide remote & phone support to DC client. Analyst will answer a variety of technical calls documenting issues & escalating issues. Will be required to be onsite 4 days & one day telework.
Answer calls in a dynamic IT operations environment; supporting multiple agenciesProvide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of ColumbiaLog and route service requests and incidents in an incident management systemCreate and maintain knowledge articles in the agency's knowledge management system on a daily basisProvide a high level of customer service to end users on a daily basisProvide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applicationsTroubleshoot issues related to agency specific applications and web applicationsProvide technical support for mobile devices, such as iPads, iPhones, Android devices and tabletsCollaborate with the IT leadership team to select and implement cost-effective technology for DistrictMaintain service level agreements related to both Call Center and Desk Side support Service/Incident requestsWork with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidentsAdhere to all Enterprise-wide security policies related to security and integrity of District-owned ResourcesResponsibilities:
Provide technical assistance to computer system users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Documents, tracks, and monitors the problem to ensure a timely resolution.Has knowledge of commonly used concepts, practices, and procedures within a particular field.Answer questions or resolve computer problems for clients in person, via telephone or from remote location.May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.Reads and comprehends technical service manuals and publications.Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.Strong communication skills.Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.Communicates accurate and useful status updates.Manages and reports time spent on all work activities.Ability to work in a team environment.
Minimum Education/Certification Requirements:A+ CertificationSkill
Required No. of Years
Actual Years of Experience
1-5 yrs providing IT technical support to computer system users by telephone, email, etc. 1 1-5 yrs maintaining computers, systems and printers in a professional setting 1 1-5 yrs installing and troubleshooting computer operating systems and software 1 Expertise in supporting desktop operating systems (Windows 10, 11 and/or Mac OSX 10.10.X) 1 Strong customer service experience 2 Experience providing technical support in a "call center" environment where the candidate received multiple calls at once 1 Experience tracking service request/incidents using a ITSM tool 1 Provide customer-oriented results and build an efficient end-user support environment 1 Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management 1 Knowledge of Microsoft Office 365 1 Microsoft Certifications: MCP Windows 7, Windows 10, +A etcAbout Us:InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering
Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services,
etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a
Google Cloud partner
company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.
Job Description:Entry level customer support will provide remote & phone support to DC client. Analyst will answer a variety of technical calls documenting issues & escalating issues. Will be required to be onsite 4 days & one day telework.
Answer calls in a dynamic IT operations environment; supporting multiple agenciesProvide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of ColumbiaLog and route service requests and incidents in an incident management systemCreate and maintain knowledge articles in the agency's knowledge management system on a daily basisProvide a high level of customer service to end users on a daily basisProvide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applicationsTroubleshoot issues related to agency specific applications and web applicationsProvide technical support for mobile devices, such as iPads, iPhones, Android devices and tabletsCollaborate with the IT leadership team to select and implement cost-effective technology for DistrictMaintain service level agreements related to both Call Center and Desk Side support Service/Incident requestsWork with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidentsAdhere to all Enterprise-wide security policies related to security and integrity of District-owned ResourcesResponsibilities:
Provide technical assistance to computer system users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Documents, tracks, and monitors the problem to ensure a timely resolution.Has knowledge of commonly used concepts, practices, and procedures within a particular field.Answer questions or resolve computer problems for clients in person, via telephone or from remote location.May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.Reads and comprehends technical service manuals and publications.Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.Strong communication skills.Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.Communicates accurate and useful status updates.Manages and reports time spent on all work activities.Ability to work in a team environment.
Minimum Education/Certification Requirements:A+ CertificationSkill
Required No. of Years
Actual Years of Experience
1-5 yrs providing IT technical support to computer system users by telephone, email, etc. 1 1-5 yrs maintaining computers, systems and printers in a professional setting 1 1-5 yrs installing and troubleshooting computer operating systems and software 1 Expertise in supporting desktop operating systems (Windows 10, 11 and/or Mac OSX 10.10.X) 1 Strong customer service experience 2 Experience providing technical support in a "call center" environment where the candidate received multiple calls at once 1 Experience tracking service request/incidents using a ITSM tool 1 Provide customer-oriented results and build an efficient end-user support environment 1 Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management 1 Knowledge of Microsoft Office 365 1 Microsoft Certifications: MCP Windows 7, Windows 10, +A etcAbout Us:InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering
Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services,
etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a
Google Cloud partner
company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.