Call Center Support

aspwebsolutions; Washington (District of Columbia); On-site; USD 25,000 - 39,000; Full time

Job summary

aspwebsolutions is seeking on-site Call Center Support in Washington, DC for a 6-month term. The role covers a range of software and hardware issues, remote assistance, and on-site visits as needed.

You will assist House offices with software usage, mobile devices, and printer support, while maintaining documentation and knowledge bases. The candidate will provide front-line support via phone, Live Chat, and Remote Desktop, and collaborate with senior engineering to resolve complex problems.

Qualifications

• Experience in IT Call Center environments is required.
• Minimum 3 years with Microsoft Windows OS and Office products.
• Minimum 3 years supporting mobile devices (iOS & Blackberry preferred).
• Minimum 1 year experience with Mac OS X.
• Minimum 1 year supporting remote access software and VPN connectivity.
• Must be able to pass a background check to receive a Public Trust.

Responsibilities

• Provide on-site Call Center support for House offices.
• Offer front line phone, Live chat, and Remote Desktop support; on-site visits may be required.
• Support installation and use of application software.
• Provide Mobile Device Support.
• Assist in developing user documentation and installation procedures.
• Assist with technical support ranging from information to problem resolution.
• Maintain knowledge base for House Supported Software and hardware.
• Serve as a resource for resolving complex issues.
• Coordinate with other support groups as needed.
• Consult with senior engineering staff on complex problems.

Skills

Call center experience

Windows OS & Office

Mobile device support

Mac OS X

Remote support tools

VPN connectivity

Background check for Public Trust

Education

IT certifications

College degree preferred

Job description

Title: Call Center Support

Location: Washington, D.C.

Duration: 6 months

Duties

Seeking candidates to provide on-site Call Center support for a range of software and hardware issues; to include applications, mobile devices, remote assistance, PC and Mac workstations, and printers.

• Perform in a call center that assists House offices in installing and using House supported software, including messaging client software, word processors, web browsers, and anti-virus software.
• Provide front line phone, Live chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).
• Provide support for application software installation and use
• Provide Mobile Device Support
• Assist in developing user documentation/installation procedures.
• Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution
• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products
• Serve as a resource for solving user problems requiring an advanced level of technical support.
• Interact with other support groups as appropriate to efficiently respond to user requests/problems.
• Confer with senior engineering staff to resolve more complex problems.

Required Candidate Skills

• Candidates will not be considered without the following qualifications
• Experience in an IT Call Center environment
• 3 year minimum experience with Microsoft Window OS and Office products
• 3 year minimum experience supporting Mobile devices (iOS & Blackberry preferred)
• 1 year minimum experience with Mac OS X
• 1 year minimum experience supporting clients using remote access software1 year minimum experience supporting remote connectivity (VPN)
• Ability to pass background check to receive a Public Trust

Desired Candidate Skills

• Related IT certifications preferred but not required
• Related College degree preferred but not required
• Microsoft Office 365 support experience