Helpdesk Support

About the role

Job Title: Sr Helpdesk

Location: Washington, DC

About the role

• 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.
• A minimum of one Microsoft and related certifications preferred (MCSE, MCSA, MCDST, A+, HDI)
• An aptitude for providing positive customer service.
• Experience within an Information Technology Helpdesk/Call Center environment.
• Good communications, problem solving and technical writing skills.
• An in-depth knowledge of relevant operating systems, applications, printers and other hardware preferred.
• 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.

Additional Information

• Please share me your updated word copy of Resume.

I Appreciate, if you can refer someone who is looking for this position.

Contact: Nayan Hazare

IT Recruiter at Comtech LLC nhazare@ comtechllc.com