IT Helpdesk Analyst I — Desktop & Mobile Support

AHU Technologies Inc; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

AHU Technologies Inc is seeking a first level technical support representative in Washington, D.C. The role includes answering technical inquiries, providing desktop support, and documenting issues. Candidates should have a Bachelor's degree in IT or related field, excellent communication skills, and experience in call center environments. The position emphasizes technical expertise in Microsoft products and good customer service, with the necessity to maintain a professional demeanor while assisting end-users.

Qualifications

• 1-2 years of customer service support experience, preferably in a technical support role.
• Strong capabilities in troubleshooting computer operating systems and software applications.
• Ability to maintain professionalism in face-to-face and phone support.

Responsibilities

• Answer calls in a dynamic IT operations environment supporting multiple agencies.
• Provide desktop support for technical issues in a Call Center environment.
• Log and route service requests and incidents in an incident management system.
• Create and maintain knowledge articles in the agency's knowledge management system.
• Provide technical support for mobile devices including tablets and smartphones.
• Collaborate with IT leadership on cost-effective technology solutions.

Skills

Customer service support experience

Excellent written and verbal communication skills

Experience in a call center environment

Technical expertise in Microsoft Products

Troubleshoot issues related to applications

Expertise in supporting desktop operating systems

Education

Bachelor’s degree in IT or related field

Tools

Microsoft Office Suite (Office 365)

Windows 10 and 11

Mac OSX 10.10.x

Active Directory

Job description

AHU Technologies Inc is seeking a first level technical support representative in Washington, D.C. The role includes answering technical inquiries, providing desktop support, and documenting issues. Candidates should have a Bachelor's degree in IT or related field, excellent communication skills, and experience in call center environments. The position emphasizes technical expertise in Microsoft products and good customer service, with the necessity to maintain a professional demeanor while assisting end-users.