Provide technical assistance to computer system users. Answer questions and resolves computer problems; provide assistance concerning computer hardware and software including printing, office tools, emails Apple/Mac and Windows Operating Systems. Perform mid-level computer related troubleshooting and maintenance including virus removal/password resets/email setup/software installs. Perform other services and various assignments related to the function of the Help Desk. The candidate must be able to organize, multitask, and provide quality customer service.
Additional Roles and Responsibilities:
On-site and remotely diagnose PC errors provided technical support over the telephone or internet.
Troubleshoot software, hardware and network issues
Configure and upgrade PC software and operating systems
Loading OS images on Mac Laptop and Desktops
Desktop support which includes hardware to software repairs or installing
Previous experience working in a call center is required. Technical support is preferred.
General knowledge and understanding of all Apple products.
Provide friendly and helpful customer service as first point of contact
Provide Phone support desktop and laptop customers in house and remotely Installing, maintaining, and upgrading laptops, workstations and software, mobile devices, printers, copiers and fax machines
Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
Provide reporting and ticketing information
Maintain working knowledge of products and/or services
Prepare reports and correspondence as needed.
Enter and track activity and user information within trouble ticketing system.
Perform other duties as assigned by supervisor
Commitment to excellence and high standards.
Strong organizational skills; able to manage priorities and workflow.
Troubleshoot problem areas in a timely and accurate fashion.
Maintain and improve quality results by adhering to established processes, procedures and guidelines
Recommend improved procedures for CSC responsibilities
Inform and educate clients by explaining procedures; answering questions; providing information
Demonstrate good social skills in a professional environment
Work in a team environment
Excellent Verbal Communication
Data Entry Skills
Customer Focus and Service
Attention to Detail
Apple Hardware certification is preferred
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.