- Providing Front Desk support for walk-in customers for a government customer in Washington, DC. The Specialist will provide troubleshooting and set-up of mobile iPhone/iPad devices, some basic troubleshooting of software (Microsoft Office - Outlook, Word, Excel), and working within a ticketing system (Microsoft Support Center Service Manager). In addition, the Specialist will perform various administrative tasks associated with implementation of a new mobile iPhone; and laptop deployments
- Triage email messages and answer incoming phone calls, create tickets for each case, apply known fixes or transfer tickets after documenting all related information need by the recipient team.
- Greet and assist walk-in customers, addressing their questions and needs with a friendly and professional demeanor.
- Provide basic troubleshooting and setup for mobile iPhone/iPad and laptop devices.
- Assist with software issues related to Microsoft Office (Outlook, Word, Excel).
- Manage administrative tasks associated with mobile device and laptop deployments.
- Triage and respond to incoming phone calls and emails.
- Create detailed tickets within the ticketing system (Microsoft Support Center Service Manager) for each case.
- Utilize your problem-solving skills to resolve routine technical problems related to software and hardware.
- Perform basic troubleshooting for network connectivity issues (wired and wireless).
- Reset passwords and manage user accounts.
- Troubleshoot common printer and scanner issues.
- Identify and resolve basic software installation issues.
- Escalate complex issues to the Tier 2 support team, ensuring smooth handoff.
- Follow up with customers to ensure their inquiries are addressed promptly and effectively.
- Documentation and Knowledge Base:
- Maintain accurate records within the problem management database (Microsoft Support Center Service Manager).
- Analyze, prioritize, and troubleshoot customer problems to identify and document solutions.
- Contribute to the development and maintenance of the help desk knowledge base to empower faster issue resolution.
- High School Diploma or G.E.D.
- Minimum one year of customer service or technical support experience.
- Proven ability to troubleshoot and resolve basic technical issues on desktops, laptops, iPhones, and iPads.
- Experience working with mobile devices (iPhone/iPad) including usage, configuration, and basic troubleshooting.
- Familiarity with Microsoft Office Suite (Outlook, Word, Excel) is a plus.
- Experience working within a ticketing system (e.g., Microsoft Support Center Service Manager) is preferred.
- U.S. Citizenship and ability to pass a Capitol Police Investigation is mandatory.
- Two or more years of experience in a Tier 1/2 help desk environment
- Experience troubleshooting Microsoft Windows 10/11 and Apple iOS devices.
- Industry certifications such as A+, MCDST, MCSE, or DCEE are a plus.
- Certification in Information Technology Infrastructure Library (ITIL) v4 Foundations or equivalent knowledge is a plus
- We are seeking a candidate who possesses the following:
- Excellent interpersonal and communication skills.
- Strong organizational skills with the ability to manage and prioritize multiple tasks.
- Analytical and problem-solving skills to identify and troubleshoot technical issues.
- Ability to work independently and as part of a team.
- A desire to learn and grow within the IT field.
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Tier 1 Service Desk Technician - Washington, United States - Evolver Federal
Description
Tier 1 Service Desk Technician / Front Desk AnalystEvolver is seeking a Help Desk Specialist that has strong customer service skills with a service desk/technical background. The primary job function will include either:
Front-Desk Support: