Title : Call Center Support

Location: Washington, D.C.

Duration: 6 months

Duties:

Seeking candidates to provide on-site Call Center support for a range of software and hardware issues; to include applications, mobile devices, remote assistance, PC and Mac workstations, and printers.

• Perform in a call center that assists House offices in installing and using House supported software, including messaging client software, word processors, web browsers, and anti-virus software.
• Provide front line phone, Live chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).
• Provide support for application software installation and use
• Provide Mobile Device Support
• Assist in developing user documentation/installation procedures.
• Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution
• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products
• Serve as a resource for solving user problems requiring an advanced level of technical support.
• Interact with other support groups as appropriate to efficiently respond to user requests/problems.
• Confer with senior engineering staff to resolve more complex problems.

Required Candidate Skills:

• Candidates will not be considered without the following qualifications
• Experience in an IT Call Center environment
• 3 year minimum experience with Microsoft Window OS and Office products
• 3 year minimum experience supporting Mobile devices (iOS & Blackberry preferred)
• 1 year minimum experience with Mac OS X
• 1 year minimum experience supporting clients using remote access software
• 1 year minimum experience supporting remote connectivity (VPN)
• Ability to pass background check to receive a Public Trust

Desired Candidate Skills: 

• Related IT certifications preferred but not required
• Related College degree preferred but not required
• Microsoft Office 365 support experience