Technical Support Specialist Job at vTech Solution, Washington DC

  • vTech Solution
  • Washington DC

Job Description

Job Summary:

We are seeking an experienced Service Desk Analyst to provide level-one technical support to agency personnel via phone, chat, email, and self-service tickets. The role involves troubleshooting hardware, software, network, and account-related issues to ensure timely resolution and excellent customer service.

Responsibilities:
  • Provide timely hardware, software, voice, and network help desk support to agency personnel.
  • Troubleshoot customer-reported issues using available tools and resources.
  • Serve as the primary customer contact for ticket status until resolution.
  • Escalate and route incidents that cannot be resolved at the Service Desk level.
  • Create and accurately document incident/request tickets in the ticketing system.
  • Create, update, and review knowledge base articles based on incoming calls.
  • Identify trends and patterns in reported issues and maintain the issues knowledge base.
  • Participate in projects to improve customer service, efficiency, and productivity.
Required Skills & Certifications:
  • Knowledge of Windows Operating Systems.
  • Experience with ServiceNow ticketing system.
  • Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
  • Proficiency in Google Workspace (Gmail, G-Suite, Drives).
  • Minimum 2 years technical support experience in a call center environment.
  • Minimum 2 years hands-on desktop support experience.
Preferred Skills & Certifications:
  • Advanced technical training or certifications such as A+, Microsoft, Google, Hardware, Software, or Customer Service certifications.
Special Considerations:
  • Position based in Phoenix, AZ 85007.
Scheduling:
  • Contract duration of 8 months.

Job Tags

Contract work, Work at office

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