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Customer Support IT Specialist
PingWindFort Belvoir, United Statesfull_timeVerifiedPosted 8 Feb 2024
About the role
Description
PingWind is seeking a highly skilled and experienced Customer Support IT Specialist to join our team. As a Customer Support IT Specialist, you will be responsible for providing technical assistance and support to end-users, ensuring efficient and effective resolution of IT-related issues.
Location: Fort BelvoirOpen Positions: 3Required Clearance: SecretRequired Education: Bachelor’s Degree in relevant fieldRequired Experience: Five+ (5+) years of experience in Information Technology
Responsibilities
· Respond to and resolve IT support requests and incidents submitted by end-users through various channels (phone, email, ticketing system).· Provide timely and courteous assistance to users, guiding them through troubleshooting steps and issue resolution.· Diagnose and resolve hardware and software issues on desktops, laptops, mobile devices, and peripherals.· Troubleshoot connectivity, network, and application problems.· Assist users in setting up and configuring computer systems, applications, and software.· Provide training to end-users on IT tools, applications, and best practices.· Install, configure, and update software applications.· Provide support for standard office applications and industry-specific software.· Perform hardware installations, upgrades, and replacements.· Collaborate with vendors for warranty and repair services when necessary.
Requirements
· Provide remote support for off-site users, ensuring a consistent level of service for all employees.· Utilize remote assistance tools to troubleshoot and resolve issues.· Escalate complex technical issues to the appropriate IT personnel.· Collaborate with IT teams on ongoing projects and initiatives.· Monitor and analyze customer feedback to identify areas for improvement.· Strive to exceed customer expectations and contribute to a positive user experience· Proven experience (5+ years) in a customer support or help desk role.· Technical proficiency in troubleshooting hardware, software, and network issues.· Familiarity with ITIL or similar service management frameworks is a plus.· Ability to work independently and collaboratively in a fast-paced environment.
Certifications:· Security+
About PingWind PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA Certified with offices in Washington DC and Northern Virginia. www.PingWind.com Our benefits include:
Paid Federal HolidaysRobust Health & Dental Insurance Options401k with matchingPaid vacation and sick leaveContinuing education assistanceShort Term / Long Term Disability & Life InsuranceEmployee Assistance Program through Sun Life Financial EAP Guidance Resources
Veterans are encouraged to apply PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
PingWind is seeking a highly skilled and experienced Customer Support IT Specialist to join our team. As a Customer Support IT Specialist, you will be responsible for providing technical assistance and support to end-users, ensuring efficient and effective resolution of IT-related issues.
Location: Fort BelvoirOpen Positions: 3Required Clearance: SecretRequired Education: Bachelor’s Degree in relevant fieldRequired Experience: Five+ (5+) years of experience in Information Technology
Responsibilities
· Respond to and resolve IT support requests and incidents submitted by end-users through various channels (phone, email, ticketing system).· Provide timely and courteous assistance to users, guiding them through troubleshooting steps and issue resolution.· Diagnose and resolve hardware and software issues on desktops, laptops, mobile devices, and peripherals.· Troubleshoot connectivity, network, and application problems.· Assist users in setting up and configuring computer systems, applications, and software.· Provide training to end-users on IT tools, applications, and best practices.· Install, configure, and update software applications.· Provide support for standard office applications and industry-specific software.· Perform hardware installations, upgrades, and replacements.· Collaborate with vendors for warranty and repair services when necessary.
Requirements
· Provide remote support for off-site users, ensuring a consistent level of service for all employees.· Utilize remote assistance tools to troubleshoot and resolve issues.· Escalate complex technical issues to the appropriate IT personnel.· Collaborate with IT teams on ongoing projects and initiatives.· Monitor and analyze customer feedback to identify areas for improvement.· Strive to exceed customer expectations and contribute to a positive user experience· Proven experience (5+ years) in a customer support or help desk role.· Technical proficiency in troubleshooting hardware, software, and network issues.· Familiarity with ITIL or similar service management frameworks is a plus.· Ability to work independently and collaboratively in a fast-paced environment.
Certifications:· Security+
About PingWind PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA Certified with offices in Washington DC and Northern Virginia. www.PingWind.com Our benefits include:
Paid Federal HolidaysRobust Health & Dental Insurance Options401k with matchingPaid vacation and sick leaveContinuing education assistanceShort Term / Long Term Disability & Life InsuranceEmployee Assistance Program through Sun Life Financial EAP Guidance Resources
Veterans are encouraged to apply PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
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