Experienced Helpdesk Customer Support Specialist – Hybrid Onsite and Remote

Join blithequark's dynamic IT operation environment as a Helpdesk Customer Support Specialist, where you will play a vital role in providing top-notch technical assistance to our clients. As a first-level representative to the client technical support team, you will be the first point of contact for our clients, answering a variety of technical inquiries and documenting issues in a timely fashion. About blithequarkblithequark is a leading provider of innovative IT solutions, dedicated to empowering our clients with cutting-edge technology and exceptional customer service.Our team of experts is passionate about delivering high-quality support and ensuring that our clients' technical needs are met with precision and care. As a Helpdesk Customer Support Specialist, you will be part of a dynamic team that is committed to excellence and customer satisfaction. Key ResponsibilitiesAs a Helpdesk Customer Support Specialist, you will be responsible for:* Answering calls in a dynamic IT operation environment, supporting multiple agencies and providing technical assistance to computer system users on a variety of issues.* Providing desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia. * Logging and routing service requests and incidents in an incident management system. * Creating and maintaining knowledge articles in the agency's knowledge management system on a daily basis. * Providing a high level of customer service to end users on a daily basis. * Troubleshooting issues related to agency-specific applications and web applications. * Providing technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets.* Collaborating with the IT leadership team to select and implement bolthires-effective technology for the District. * Maintaining service level agreements related to both Call Center and Desk Side support Service/Incident requests. * Working with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents. * Adhering 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.* Identify, research, and resolve technical problems. * Respond to telephone calls, email, and personnel requests for technical support. * Document, track, and monitor the problem to ensure a timely resolution. * Have 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 a 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. * Read and comprehend 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. * Assist in coordination of changes, upgrades, and new products, ensuring systems shall operate correctly in current and future environments. * Provides accurate and complete answers to general use and 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:* 1-5 years providing IT technical support to computer system users by telephone, email, etc. * 1-5 years maintaining computers, systems, and printers in a professional setting. * 1-5 years installing and troubleshooting computer operating systems and software. * Bachelor's degree in IT or related field or equivalent experience (highly desired).* Expertise in supporting desktop operating systems (Windows 7, 8.X, 10, Mac OSX 10.10.X). * Strong customer service experience. * Experience providing technical support in a "call center" environment where the candidate received multiple calls at once. * 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 bolthires Office Suite (Office 2010+ and Office 365). * Excellent written and verbal communication skills in a professional setting. * bolthires Certifications: MCP Windows 7, Windows 10, + A etc (highly desired). Work Environment and Company Culture:As a Helpdesk Customer Support Specialist at blithequark, you will be part of a dynamic team that is passionate about delivering high-quality support and ensuring that our clients' technical needs are met with precision and care. Our team is committed to excellence and customer satisfaction, and we strive to create a work environment that is collaborative, inclusive, and supportive.Compensation, Perks, andBenefits:We offer a competitive salary and benefits package, including:* A comprehensive health insurance plan* A 401(k) retirement plan with company match* Paid time off and holidays* Opportunities for professional growth and development* A dynamic and supportive work environmentIf you are a motivated and customer-focused individual with a passion for delivering high-quality technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [](wfh.mysmartpros.com/jobs/helpdesk-customer-support-entry-hybrid/).Equal Employment Opportunity:blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. Disclaimer:blithequark is not responsible for any errors or omissions in the job posting. We reserve the right to modify or cancel the job posting at any time without notice.