Customer Support Senior

Gointellects Inc.; Washington (District of Columbia); On-site; USD 65,000 - 95,000; Full time

Job summary

Gointellects Inc. seeks a Customer Support Senior for a long-term government contract based in Washington, DC.

The role provides technical assistance to computer system users and requires strong communication and teamwork in a collaborative environment. The candidate will diagnose and resolve issues across hardware and software, document problems, and coordinate upgrades while ensuring timely support for end users in a federal setting.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 11-15 years of experience in technical support or related field.
• Experience supporting government or large enterprise environments preferred.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.
• Explain basic concepts and procedures to users.

Skills

Strong communication skills

Teamwork

Education

Bachelor's degree in IT or related field

Job description

Customer Support Senior -Long-Term Contract (Government) Position

Title: Customer Support Senior

Worksite Address: Washington, DC

Interviews: In Person

Short Description:

11-15 years of experience. Provides technical assistance to computer system users on a variety of issues.

CONTRACT 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