Helpdesk Support

Comtech•Washington, DC

22h

About The Position

Receive customer IT service requests via telephone, chat, fax, e-mail . Troubleshoot and triage service requests over the phone and/or via remote access. Resolve service tickets or escalate to other support entities as needed and within Service Level Agreement (SLA) according to knowledgebase instructions. Perform incident management to ensure trouble tickets are addressed in a timely fashion according to designated service level agreements and knowledgebase instructions. Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion according to knowledgebase instructions. Serve as the primary support interface between company IT departments and all company end-users. Forward undocumented service-related issues and proposed resolution to team lead for inclusion in the knowledgebase. Document calls in the Ticket Management System to ensure proper tracking and resolution according to knowledgebase instructions. Provide 24/7 coverage for all Tier I customer related issues. Open a service ticket for every customer interaction according to knowledgebase instructions. Responsible for providing the day to day operations of the IT Support Call Center according to knowledgebase instructions. Ensure that the Tier 1 Call Center (PC Phone Support) client support expectations are met through first call problem resolution efforts. Documents calls in the Call-Tracking system to ensure proper tracking and resolution according to knowledgebase instructions. Ensure that day-to-day User Support Call Center expectations are met according to knowledgebase instructions. Interfaces with customers and Authority IT Support Staff employing a high degree of tact and diplomacy to promote a positive image of the department according to knowledgebase instructions. Interface with company personnel to report, coordinate and possibly resolve any desktop related issues according to knowledgebase instructions. Ensure that management decisions made to improve the overall customer support of the IT/DCI User Support Call Center are continually carried through. Attend, when necessary, meetings with company IT/DCI and project management staff. Provide positive support by projecting a positive attitude by maintaining courtesy and professionalism with customers, co-workers and management.

Requirements

Minimum 1 to 5 years. experience in a high profile and fast-paced Help Desk/Call Center environment required.
Demonstrated expertise in Microsoft operating systems.
An aptitude for providing positive customer service.
Experience within an Information Technology Helpdesk/Call Center environment.
Good communications, problem solving and technical writing skills.
Flexible availability that accommodates a 24/7 shift, including weekends, split days off, and holidays
Displays courtesy and sensitivity.
Manages difficult or emotional customer situations well.
Meets commitments.
Responds promptly to customer needs.
Solicits customer feedback to improve service.
Use internal knowledgebase on every interaction.
Provide knowledgebase content on a weekly basis
Submissions must include a valid email address.

Nice To Haves

A minimum of one Microsoft and related certifications preferred (MCSE, MCSA, MCDST, A+, HDI)
An in-depth knowledge of relevant operating systems, applications, printers and other hardware preferred.

Responsibilities

Receive customer IT service requests via telephone, chat, fax, e-mail
Troubleshoot and triage service requests over the phone and/or via remote access
Resolve service tickets or escalate to other support entities as needed and within Service Level Agreement (SLA) according to knowledgebase instructions
Perform incident management to ensure trouble tickets are addressed in a timely fashion according to designated service level agreements and knowledgebase instructions
Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion according to knowledgebase instructions
Serve as the primary support interface between company IT departments and all company end-users
Forward undocumented service-related issues and proposed resolution to team lead for inclusion in the knowledgebase
Document calls in the Ticket Management System to ensure proper tracking and resolution according to knowledgebase instructions
Provide 24/7 coverage for all Tier I customer related issues
Open a service ticket for every customer interaction according to knowledgebase instructions
Responsible for providing the day to day operations of the IT Support Call Center according to knowledgebase instructions
Ensure that the Tier 1 Call Center (PC Phone Support) client support expectations are met through first call problem resolution efforts
Documents calls in the Call-Tracking system to ensure proper tracking and resolution according to knowledgebase instructions
Ensure that day-to-day User Support Call Center expectations are met according to knowledgebase instructions
Interfaces with customers and Authority IT Support Staff employing a high degree of tact and diplomacy to promote a positive image of the department according to knowledgebase instructions
Interface with company personnel to report, coordinate and possibly resolve any desktop related issues according to knowledgebase instructions
Ensure that management decisions made to improve the overall customer support of the IT/DCI User Support Call Center are continually carried through
Attend, when necessary, meetings with company IT/DCI and project management staff
Provide positive support by projecting a positive attitude by maintaining courtesy and professionalism with customers, co-workers and management