Description
You will provide mid-level technical support for a large user community, managing incidents and service requests through the full lifecycle.
Responsibilities
- Serve as the primary contact for users via phone, web chat, email, and ticketing systems.
- Analyze and resolve complex service requests and incidents escalated by junior analysts.
- Perform technical tasks including setting up shared drives, mapping network drives, and installing or updating software.
- Conduct network troubleshooting and in-depth OS troubleshooting to resolve user issues.
- Maintain professional telephone etiquette and clear communication when responding to customer inquiries.
Required Skills
- 5+ years of experience in technical support roles.
- Proficiency with ServiceNow or similar service management software.
- Advanced troubleshooting skills for Windows 11 operating systems.
- Experience supporting Microsoft 365 (M365) products.
- Expertise in troubleshooting various internet browsers, including Internet Explorer and Mozilla Firefox.
- Strong technical writing and communication skills.
- Proven ability to manage phone etiquette and customer service interactions.
- Ability to work on-site in Arlington, VA at least 2 days per week.
- Availability for shifts including weekends (7am-7pm) or weekday shifts (6am-10pm).
Education