Job ID :
Company :
DC Government
Location :
Washington, DC
Type :
Duration :
12 Months
Status :
Openings :
Posted :
16 Feb 2012
Job Seekers, Please send resumes to
Short Description: 

IT ServUs Desktop Phone Support 

Complete Description: 
Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24x7, candidate must be flexible with possible shifts. 

The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies. 
Behavior Characteristics: 
Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills
  Required / Desired Skills     
SkillRequired / DesiredAmount of ExperienceExpertise Rating
Call Center Operations experience Tier 1 phone supportRequired3  Years3 - Expert
Remedy Call Tracking System or equivalentRequired1  Years2 - Proficient
Bomgar Remote Control or equivalent Remote Control softwareRequired18  Months2 - Proficient
AVAYA ACD Call Routing System or equivalentRequired1  Years2 - Proficient
MS Office 2007 and 2010 product suite support, troubleshooting, etc.Required2  Years2 - Proficient
Microsoft's XP operating system, basic configuring and troubleshootingRequired2  Years2 - Proficient
Basic hardware/Printer/Application support, installation & troubleshootingRequired18  Months2 - Proficient
Mac OS X in a support and troubleshooting roleRequired1  Years2 - Proficient
Mac for Office and/or iWorksRequired1  Years2 - Proficient
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.Required2  Years2 - Proficient
Parallels/Boot Camp/Fusion or other VM softwareHighly desired1  Years 
Help Desk or other related IT support experienceRequired2  Years2 - Proficient
Customer Service skillsRequired3  Years3 - Expert
Basic troubleshooting skills for XP and Mac environmentRequired1  Years2 - Proficient