- Provide outstanding customer support assistance via phone and email in Windows 10
- Take incoming customer requests over the telephone, log calls into the ticket tracking system, and resolve technical issues promptly.
- Meet Service Level Agreements (SLAs) in a high-volume call center environment.
- Utilize solid MS Office 365 Outlook
- Provide extensive support to onsite and remote customers utilizing Citrix and troubleshooting onsite and remote access problems effectively.
- Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.
- Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone, or iOS devices
- High School Diploma or GED.
- 1+ years of IT-related experience in a professional environment/ office setting troubleshooting hardware and software and connectivity issues.
- Professional customer service skills with the proven ability to translate technical findings.
- IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 10/Office 2016 (preferably in a high volume IT call center environment)
- Experience troubleshooting Windows 10, MS Office 365 Outlook
- Experience troubleshooting general networking, wireless, and connectivity problems; and knowledge/experience with remote desktop and VPN.
- Highly skilled in multitasking
- Excellent English communication skills
- Critical thinking skills and ability to troubleshoot
- Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone, or iOS device, Apple/Mac
- Must be able to work Monday - Friday from either 8:00 am - 5:00 pm EST or 9:00 am - 6:00 pm EST.
- Knowledge of a Ticketing System
- Must be a US Citizen and be able to obtain and maintain a Position of Public Trust Clearance
- Familiarity with a Service Level Agreement (SLA) driven environment.
- 2022 U.S. Veterans Magazine Top Veteran-Friendly Company
- 2022 Disability Equality Index Best Place to Work for Disability Inclusion
- 2022 G2Xchange Disruptive Tech Program
- 2022 Forbes America's Best Management Consulting Firms
- 2022 ACT-IAC Innovation Award
- 2022 Women in Technology Leadership Award
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Desk Support Technicians - Hyattsville, United States - Delphi-US
Description
Title: Desk Support Technicians - Contract to Hire - Job #4090Location: 100% Onsite in Hyattsville MD 20782
Job Description:
Our client is a highly regarded government contractor. They are performing a number of IT functions for a customer which is a branch of the government that tracks and manages the health and welfare of the U.S.
Our client needs consultants to execute the role of Desk Support Technician, 100% onsite at their Hyattsville MD campus. The consultants will be working Monday - Friday 8:00 am - 5:00 pm EST or 9:00 am -6:00 pm EST and may need to be available for "off-hours" and weekend work.
The consultants will be responsible for providing in-person and phone, which includes support troubleshooting technical problems and advising users on the appropriate action for the resolution of a wide range of technologies and issues.
The consultants will be supporting multiple groups for the customer. The projects these groups are working on have fixed schedules and the U.S. Government depends on these groups getting their work done on schedule. Because of this, the consultant must have impeccable attendance, excellent communication skills, be highly skilled in multi-tasking, and understand that quick response time is critical.
Responsibilities
Position Details: Must be a U.S. Citizen and be able to obtain and maintain a Position of Public Trust clearance
Must complete a background investigation, fingerprinting, and a drug screen
Client Awards:
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering, and Professional Staffing Services for premier corporations in a multitude of industries across the United States. We are "The Peacemakers In The Talent War" - bringing the best and brightest talent to Employers of Choice, enabling critical project success, fostering progressive employment relationships, and promoting competitive advantages for our Clients and the Talent Marketplace we serve. Delphi accomplishes this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You'll find our team is highly experienced, friendly, professional, and ready to advocate on your behalf, armed with industry trends, and an understanding of employer expectations.
