Customer Support

Customer Support

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

The Customer Support Entry level is a first level representative to the technical support team. They answer a variety of technical inquires documenting issues and alerting senior staff in a timely fashion.

Answer calls in a dynamic IT operations environment; supporting multiple agencies

Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia

Log and route service requests and incidents in an incident management system

Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

Provide a high level of customer service to end users on a daily basis

Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

Troubleshoot issues related to agency specific applications and web applications

Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

Collaborate with the IT leadership team to select and implement cost-effective technology for District

Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Responsibilities:

Provide technical assistance to computer system users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to telephone calls, email and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution.

Has knowledge of commonly used concepts, practices, and procedures within a particular field.

Answer questions or resolve computer problems for clients in person, via telephone or from remote location.

May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.

Reads and comprehends technical service manuals and publications.

Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.

Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.

Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

Strong communication skills.

Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.

Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.

Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

Communicates accurate and useful status updates.

Manages and reports time spent on all work activities.

Ability to work in a team environment.

Minimum Education/Certification Requirements:

Bachelor's degree in Information Technology or related field or equivalent experience

Skills Required:

Expertise in supporting desktop operating systems to include the following (Windows 7, 10 Mac OSX 10.10.X)

Strong customer service experience

Experience providing technical support in a "call center" environment and managing multiple calls simultaneously

Experience tracking service request/incidents using a ITSM tool

Provide customer-oriented results and build an efficient end-user support environment

Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management

Knowledge of Microsoft Office Suite to include the following: (Office 2010+ and Office 365)

Excellent written and verbal communication skills

Microsoft Certifications: MCP Windows 7, Windows 10

1-5 yrs providing technical support to computer system users by telephone, email, etc.

1-5 yrs maintaining personal computers, systems and printers

1-5 yrs installing and troubleshooting computer operating systems and software

Bachelor's degree in IT or related field or equivalent experience

All your information will be kept confidential according to EEO guidelines.