11 Yrs Customer Support Senior - Onsite

Gointellects Inc.; Washington (District of Columbia); On-site; USD 70,000 - 95,000; Full time

Job summary

Gointellects Inc. is seeking a Customer Support Senior to support the DC Government client in Washington, DC onsite. The role requires delivering technical assistance, resolving issues, and maintaining clear communication with end users and internal teams to ensure timely problem resolution.

You will document incidents, coordinate with stakeholders, and contribute to ongoing improvements in support processes, while applying strong analytical and teamwork skills to meet operational objectives.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• Experience providing technical support to users.
• Ability to document and track incidents.

Responsibilities

• Provide technical assistance to computer system users on varied issues.
• Identify, research, and resolve technical problems promptly.
• Respond to calls, emails, and requests for support.
• Document, track, and monitor problems for timely resolution.
• Assist in changes, upgrades, and new products to ensure compatibility.

Skills

Strong communication

Technical troubleshooting

Customer service

Team collaboration

Education

Bachelor’s degree in IT or related field

Job description

Role : Customer Support Senior

Client: DC Gvoernment

Location : Washington, DC (Onsite)

Job description:

• 1. Provides technical assistance to computer system users on a variety of issues.
• 2. Identifies, researches, and resolves technical problems.
• 3. Responds to telephone calls, emails, and personnel requests for technical support.
• 4. Documents, tracks, and monitors the problem to ensure a timely resolution.
• 5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• 6. Answers questions or resolve computer problems for clients in person, via telephone or from remote location.
• 7. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• 8. Provides service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
• 9. Reads and comprehends technical service manuals and publications.
• 10. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
• 11. Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
• 12. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• 13. Strong communication skills.
• 14. Assists in coordination of changes, upgrades, and new products, ensuring systems shall operate correctly in current and future environment.
• 15. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
• 16. Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• 17. Communicates accurate and useful status updates.
• 18. Manages and reports time spent on all work activities.
• 19. Able to work in a team environment.

Minimum Education/Certification Requirements:

Bachelor’s degree in IT or related field or equivalent experience