Job Description

Responsibilities

• The Customer Service Engineer quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs
• Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues
• The Customer Service Engineer must have experience supporting end users to resolve a range of technical issues
• The candidate will be responsible for providing remote administration and troubleshooting of end users challenges and be adept at repairing desktop system and peripheral devices issues
• Some tickets require office visits in Washington, D.C. for resolution
• The candidate will operate under the supervision of the Help Desk Lead, and be professional with extreme attention to communication, detail, and patience
• Maintain a wide range of hardware and network technology devices
• Resolve IT issues in a high volume, fast paced environment
• Maintain a 95% or higher Customer Satisfaction Survey results
• Available for nights and weekend support during critical backup/coverage periods
• Coordinate the use of multiple ticketing systems and continuously monitor Help Desk queues to manage workload
• Provide end-user assistance throughout the entire lifecycle of ticket
• Creating & maintaining Standard Operating Procedures at a high level
• Ensure tickets are responded to in accordance with SLA contact and resolution timeframes
• Assist with inventory assessment and ensure 96% - 100% tracking accuracy
• Report Hardware Inventory every quarter for client
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required
• Clearly articulate Help Desk accomplishments and upcoming activities to management and client
• Assist users with Cisco Telecom usage issues to include Jabber and Finesse

Requirements

• Security Clearance Level: Clearable
• Experience with Microsoft Office applications, and experience working in an office setting are critical skills as well as the ability to assist end users on frequently asked technical issues
• Minimum Bachelor’s Degree (8 years of additional relevant experience may be substituted for education)
• Experience providing IT support to multiple work sites
• Experience with MS Office, VPN, MS SharePoint, printers, Networks
• Excellent customer service, communication and organizational skills are required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptops
• Ability to work independently with minimal direction providing technical and non-technical support to multiple users
• Ability to work overtime required on occasion
• Ability to sit at a workstation for long periods of time
• Able to lift, carry, move, load and unload heavy objects (up to 50 pounds)
• Strong communication skills both verbal and written skills to develop technical documentation
• Dedicated commitment to service and quality user experience
• Washington, DC 20420 (Required)
• Washington, DC 20420: Relocate before starting work (Required)