IT Helpdesk Analyst (Level 1 / L1 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

Overview

The Client is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion.

Responsibilities

• Answer calls in a dynamic IT operations environment, supporting multiple agencies
• Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
• Log and route service requests and incidents in an incident management system
• Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
• Provide a high level of customer service to end users on a daily basis
• Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
• Troubleshoot issues related to agency specific applications and web applications
• Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
• Collaborate with the IT leadership team to select and implement cost-effective technology for District
• Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
• Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
• Adhere to all Enterprise-wide security policies related to security and integrity of District-owned resources

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience
• Customer service support experience in either a face to face or phone support role.
• Excellent written and verbal communication skills in a professional setting
• Provide technical support to computer system users by telephone, email, and etc.
• Maintain computers, systems, and printers in a professional setting
• Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)
• Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)
• Experience providing technical support in a call center environment where the candidate received multiple calls at once.
• Provide customer-oriented results and build an efficient end-user support environment.
• Experience with basic Active Directory functions such as account creations, password resets, and OU Management
• Knowledge of Microsoft Office Suite (Office 365)
• Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc.