11yrs Customer Support Senior - Onsite

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Role: Customer Support Senior

Location: Washington, DC

Client: DC Government (Onsite)

JOb Description:

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.

Job Type: Full-time

Experience:

• Bachelor’s degree in IT or related field or equivalent : 4 years (Preferred)

• support to computer system users by telephone, email, etc.: 10 years (Preferred)

• Maintain personal computers, systems and printers: 10 years (Preferred)

• Install,troubleshoot computer operating systems and software: 10 years (Preferred)

Compensation

$23.00 - $27.00 per hour