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Tech Support Rep

ConsultNet, LLC

This is a Full-time position in McLean, VA posted February 1, 2021.

Tech Support Rep Location McLean, VA Start Date Oct 19, 2020 Apply Now Sign Up For Job Alerts Email Job Refer a Friend Apply with LinkedIn Job Description Bilingual-Spanish Speaking The position is responsible for providing first level phone, chat and email support to customers on hardware, software, and network related problems and questions. Responsible for answering the customer support lines, generating trouble tickets, working with campus-based and central IT staff to coordinate second and third level support and to ensuring user problems are being addressed in accordance to the IT department’s service level agreements and SOPs. Provide PC hardware and software help desk support via telephone on-site service to customers. Respond to first level inquiries and requests for assistance from customers via telephone, email, web, chat, voice mail and automatic ticket system. Document, track and monitor technical issues to ensure resolution according to service level agreements (SLAs). Provide installation, configuration, troubleshooting and support for MS Office 365, Google Suite, Virus detection software, Internet browsers (Chrome, Firefox, Edge, Safari). Perform addmodifydelete of user profiles and accounts. Analyzetroubleshoot 1 st and second level desktop, application and network issues and assign to appropriate team member per standard operating procedures (SOPs). Creating help desk documentation, including but not limited to step by step instructions, SOPs, policies, knowledge base entries, etc… Assist in maintaining the IT Department’s intranet site. Assisting students and school staff faculty with Canvas courses and supplemental instructions applications. Follow all SOPs and Policies. Attend team meetings and trainings. Meet or exceed monthly performance metrics. Bachelor’s degree in a computer related field is preferred but not required 1-2 years’ experience in a help desk or call center environment. Demonstrated knowledge of Microsoft Office 365, MS Office, MS Exchange, Windows 10, Mac OS, Google Suite, Learning Management System (Canvas preferred), Student Information System (PowerSchool preferred), Adobe Must have problem solving skills Excellent oral and written communication skills Listening effectively and asking appropriate questions to document the problem and begin resolution process Maintaining composure in stressful situations Resolving conflict in a tactful and professional manner and to effectively diffuse displeased callers List of preferred certifications are listed below HDI Certification (any) ITIL Foundations v3 MCDST SPC Cert – CT1SS MCTS A+ Net+ Must be able to lift 30lbs Typical office setting Works shifts, may include weeknights and weekends Mobility within the office including movement from floor to floor Access information using a computer Effectively communicate, both up and down the management chain Effectively cope with stressful situations Strong mental acuity Be a part of the ConsultNet difference. As a leading national provider of IT staffing and solutions, ConsultNet delivers exceptional services to startup, midmarket and Fortune 1000 companies across North America. Since 1996, we’ve partnered with clients to create rewarding opportunities for our consultants, successfully building teams that have surefire results. In the past two years alone, we have placed more than 1,500 consultants in contract, contract-to-hire, or direct placement opportunities. We understand communication is key to finding the right job that matches your skills and career goals. For us, it’s not just the work that we do it’s how we do the work. Our breadth of offerings extends to multiple IT positions in major markets throughout the country, see more at www.consultnet.com Id 20-01451

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