Senior Customer Support Technician

Job Summary:

The Customer Support Senior role involves providing expert-level technical assistance to computer system users by diagnosing and resolving a wide range of hardware, software, and network issues. This position ensures timely and accurate problem resolution through multiple communication channels while maintaining thorough documentation and communication throughout the support process. Responsibilities:

• Provide technical assistance to users on various computer system issues.
• Identify, research, and resolve technical problems via phone, email, or in person.
• Document, track, and monitor issues to ensure timely resolution.
• Assist users with hardware/software usage including printing, installation, word processing, email, and OS support.
• Perform service and preventive maintenance on terminals, printers, and personal computers.
• Diagnose and repair products by replacing worn or broken parts and making technical adjustments.
• Read and comprehend technical service manuals and publications.
• Assist in coordinating changes, upgrades, and new product rollouts.
• Implement shared software including OS, configuration management, application/development, and testing tools.
• Communicate accurate status updates and manage/report time spent on work activities.

Required Skills & Certifications:

• 11 15 years of experience providing technical support via telephone, email, and other channels.
• 11 15 years of experience maintaining personal computers, systems, and printers.
• 11 15 years of experience installing and troubleshooting computer operating systems and software.
• Basic knowledge of electrical/mechanical principles and basic electronics.
• Basic math skills to read and understand gauges, meters, and measurement devices.
• Strong written and verbal communication skills.
• Bachelor's degree in IT or related field, or equivalent experience.

Preferred Skills & Certifications:

• Experience with configuration management, testing tools, compilers, and code editors.
• Familiarity with reference publications and diagnostic aids for technical troubleshooting.

Special Considerations:

• Work requires in-person presence in Washington, DC.

Scheduling:

• Position duration is 3 months.
• Interview process conducted in person.