Help Desk

Description

Minimum Requirements Requirements minimum 1 to 5 years of experience in a high profile and fastpaced Help Desk/Desktop Support environment required. Demonstrate expertise in Microsoft operating systems. Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio Minimum of one (1) certification Microsoft Exchange, ITIL (Information Technology Infrastructure Library), CompTIA A+ , HDI Certifications HDM, HDA, CSS; MCP (Microsoft Certified Professional) MCSE, MCSA, MCDST, A+, HDI An aptitude for providing positive customer service. Good communication, problem solving and technical writing skills. An indepth knowledge of relevant operating systems, applications, printers and other hardware required. Flexible working hours to accommodate a 24/7 shift, including rotating weekends and holidays Displays courtesy and sensitivityManages difficult or emotional customer situationsMeets all commitments Responds promptly to customer needs Solicits customer feedback to improve service Use internal knowledgebase on every interaction Provide knowledgebase content on a weekly basis Valid email address must be included on resumeDescription Three technicians to Install a minimum of three PC(s) per day per technician according to SOP requirementsOne Technician to perform overnight data transfer services and other PC Replacement support tasksPerform preappointment calls to customers to discuss the software application requirements and replacement preparedness. Arrive on time for all installation appointments. Replace IT equipment in an efficient, knowledgeable manner leaving the customer totally satisfied with all restored services. Open tickets to reflect all work performed. Provide onsite Windows 7/10 and Office 2013/2016 support at various WMATA locations. At the close of every installation, perform the Customer Satisfaction QA survey as instructed. Close tickets when the work has been completed. Properly retrieve and store all surplus equipment according to SOP requirements. Obtain and properly store signoffs for equipment and Customer Satisfaction checklists on every installation. In the event of a cancellation, call the Technical Team Lead to get a new assignment. In the event of a customer noshow, call the Technical Team Lead to inform him/her of the failed appointment and get a new assignment. Follow standard operating procedures. Perform any additional duties as needed or assigned