**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 blithequark** blithequark 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 Responsibilities** As 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 cost-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 Microsoft Office Suite (Office 2010+ and Office 365). * Excellent written and verbal communication skills in a professional setting. * Microsoft 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, and Benefits:** 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 environment **How to Apply:** If 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 [Apply Job!](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. Apply for this job