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AHU Technologies Recruitment · 4 months ago

Helpdesk/ Customer Support Entry

Washington , DC 20009

Full-time, Contract

Onsite

New Grad, Entry Level

$22/hr - $25/hr

AHU Technologies INC. is an IT consulting and permanent staffing firm that provides IT solutions to various industry sectors in the United States. They are seeking a Helpdesk/Customer Support Entry professional to provide technical assistance, troubleshoot issues, and ensure a high level of customer service in a dynamic IT operations environment.

AppsConsultingEnterprise Resource Planning (ERP)OutsourcingStaffing AgencyWeb Development

H1B Sponsor Likely

Responsibilities

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 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

Qualification

Microsoft ProductsDesktop SupportIncident ManagementMobile Device SupportA+ CertificationCustomer ServiceTechnical TroubleshootingTeam CollaborationCommunication

Required

A+ Certification

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 on a daily basis

Provide a high level of customer service to end users on a daily basis

Provide technical expertise related to Microsoft Products, such as Microsoft Office, 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 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 security and integrity of District-owned Resources