Position Details
Helpdesk Customer Support Entry Apply
Position Title & Code: Helpdesk/ Customer Support Entry
Location: Washington, DC
Project End Date: 09/30/2025 (With Possible extension to next fiscal year)
Complete Description:
Customer Support Entry:
9:30 - 6:00 pm shift
- 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 daily
- Provide a high level of customer service to end users daily
- Provide technical expertise related to Microsoft Products, such as Microsoft Office, and 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 the 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 the security and integrity of District-owned Resources
Responsibilities:
- Provide technical assistance to computer system users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Respond to telephone calls, emails, 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 locations.
- May assist in 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, and personal computers with 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 the current and future environments.
- Provides accurate and complete answers to general use and 35 administrative environment questions promptly.
- Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- Communicate accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Ability to work in a team environment.
Skill Assessment: (Please include the years of experience last used and a brief description of skills below, information is to be submitted along with the resume)
| Skill | Required / Desired | Amount | of Experience |
| 1-5 yrs providing IT technical support to computer system users by telephone, email, etc. | Required | 1 | Years |
| 1-5 yrs maintaining computers, systems, and printers in a professional setting | Required | 1 | Years |
| 1-5 yrs installing and troubleshooting computer operating systems and software | Required | 1 | Years |
| Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.X) | Required | 1 | Years |
| 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 | Years |
| Experience tracking service requests/incidents using an ITSM tool | Required | 1 | Years |
| Provide customer-oriented results and build an efficient end-user support environment | Required | 1 | Years |
| Experience with basic Active Directory functions such as Account Creations, Password Resets, and OU Management | Required | 1 | Years |
| Knowledge of Microsoft Office Suite (Office 365) | Required | 1 | Years |
| Excellent written and verbal communication skills in a professional setting | Required | 2 | Years |
| Microsoft Certifications: MCP Windows 10, CompTIA A+ etc. | Highly desired |
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