What are the responsibilities and job description for the Customer Support Senior with Min 15yrs exp (Webcam interview) (ONSITE_only Local to DMV Area) position at NextGen Solutions Corporation?
We are looking for a Customer Support Senior (Min 15 Yrs. Exp) ONSITE (Webcam Interview).
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions:1
Length: 12 Months
Work Address: Washington DC
Immediate interviews In Person Interview
Please Note this position is 100% ONSITE
Provides technical assistance to computer system users on a variety of issues.
Responsibilities
- Provides technical assistance to computer system users in a Windows-based environment.
- Configures, prepares, and deploys new desktop and laptop computers for staff, including installation of required software and security tools.
- Deploys and configures mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
- Identifies, researches, and resolves software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
- Responds to telephone calls, emails, and personnel requests for desktop and mobile device support.
- Documents, tracks, and monitors reported issues to ensure timely and complete resolution.
- Provides support for printing devices, including installation of printers, troubleshooting printing issues, and replacement of consumables.
- Provides support for office copier machines, including installation of print queue troubleshooting copier issues, and replacement of consumables.
- Assists users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
- Provides support for various computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
- Answers questions and resolves computer problems for clients in person, via telephone, or through remote support tools.
- Follows procedures and maintains inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
- Reads and interprets technical manuals and documentation to support troubleshooting and system maintenance.
- Utilizes diagnostic tools and reference materials to assist in resolving hardware and software issues.
- Maintains knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
- Communicates clearly and effectively with end users and IT team members.
- Assists with coordination and implementation of system upgrades, patches, and new hardware/software deployments.
- Provides accurate and complete answers to general computing and administrative questions in a timely manner.
- Implements and supports shared software, including operating systems, configuration management tools, and standard enterprise software applications.
- Communicates status updates clearly and provides timely reporting on work activities, task progress, and issue resolution.
Minimum Education/Certification Requirements:
Bachelor's degree in IT or related field or equivalent experience
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
| Experience with Business workflow processes | Required / Desired | Amount | of Experience | Years of Experience |
| Bachelor's degree in IT or related field or equivalent experience | Required | 15 | Years | |
| Provide technical support to computer system users by telephone, email, etc. | Required | 11 | Years | |
| Maintain personal computers, systems and printers | Required | 11 | Years | |
| Install and troubleshoot computer operating systems and software | Required | 11 | Years | |