JOB DESCRIPTION:

This position provides tier 2 customer service assistance to individuals with questions about DC Health Link, the District's online health insurance marketplace. Requires customer service and technical skills to troubleshoot and resolve technical issues experienced by DC Health Link customers. Familiarity with online applications, excel, Salesforce is a plus. Position is SEASONAL in nature (through February 28, 2018), with the OPPORTUNITY TO CONVERT TO FULL-TIME EMPLOYEE STATUS.

CONTRACT JOB DESCRIPTION:

Responsibilities:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end 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.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:

• Bachelor’s degree in Information Technology or related field or equivalent experience

SKILLS:

Please use this table to list the skills noted in the Required/Desired section of the requirement.  In addition, please respond with the years of experience for each skill and the last time each skill was used.  Add or delete rows as necessary.