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

• Any graduate degree.

Key Skills

Education

ANY GRADUATE