Job ID :
Company :
DC Government
Location :
Washington, DC
Type :
Duration :
7 Months
Status :
Openings :
Posted :
22 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. 

Important: This position is for a part time shift-based work. Because the call center is open 24x7, the candidate may be required to work other designated shifts including evenings, holidays, and weekends. The candidate may also be required to work longer shifts (8-hours or 12 hours) or earlier shifts on a needed basis. 

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
Mujst have excellent verbal communication skillsRequired3 - Expert