What are the responsibilities and job description for the IT Helpdesk Specialist - Entry position at Softmax?
We are seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:Work ScheduleOnsite - 6 PM - 6 AM: 3 Days-12 hrs shiftsSunday: 9 AM - 6 PM: 1 Day every other week 8hrsInterview: In-PersonCustomer Support Entry Roles and Responsibilitiesi. Answer calls in a dynamic IT operations environment, supporting multiple agenciesii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbiaiii. Log and route service requests and incidents in an incident management systemiv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basisv. Provide a high level of customer service to end users on a daily basisvi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applicationsvii. Troubleshoot issues related to agency specific applications and web applicationsviii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tabletsix. Collaborate with the IT leadership team to select and implement cost-effective technology for Districtx. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requestsxi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidentsxii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned ResourcesSkills:Bachelor’s degree in IT or related field or equivalent experience2 years Customer service support experience in either a face to face or phone support role.2 years Excellent written and verbal communication skills in a professional setting1 year Provide technical support to computer system users by telephone, email, and etc.1 year Maintain computers, systems, and printers in a professional setting1 year Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)1 year Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)1 year Experience providing technical support in a call center environment where the candidate received multiple calls at once.1 year Provide customer-oriented results and build an efficient end-user support environment.1 year Experience with basic Active Directory functions such as account creations, password resets, and OU Management1 year Knowledge of Microsoft Office Suite (Office 365)Microsoft Certifications: MCP, Windows , 10, CompTIA A etc. - Highly desired Company DescriptionServing Commercial, State, & Government Organizations With Right People & Technology