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Title: RFQ NO. IDIQ-FQ15124-TOG4-RFQ033-PR40316 (Sr Helpdesk Tech, Tier III - Team Lead)
Client : WMATA
Location Jackson Graham Building Washington DC
Duration : Three Months
Provide single Point-of-Contact for Customer Support, 24x7x365 via phone, email, fax, and chat
Provide competent friendly customer support on each interaction
Transfer out of scope service requests to appropriate WMATA departments for resolution Use the WMATA knowledge base on every customer interaction Log and categorize reported problems
Monitor and track problems until resolved
Provide updates/status to users
Resolve problems within service levels
Escalate unresolved problems to designated WMATA Management Update WMATA knowledgebase with missing problem resolution information
Close problems with the original caller Server as Subject Matter Expert to peer technicians (Tier I & II)
Respond to incoming phone calls, chat, and email from other Help Desk Technicians in a positive and professional manner
Screen, refer and diagnose internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
Install, configure, and upgrade computer hardware and software as a means of training others and in escalated customer service situations Provide end-user software troubleshooting and support and training to peer Technicians.
Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Participate in the administration of e-mail system support and problem resolution.
Provide phone and help-desk support for local and off-site users using remote desktop access as indicated by problem resolution protocol Provide guidance and work leadership to less-experienced technicians Maintain current and develop future knowledge of relevant technologies Participate in special projects as required.
Demonstrate excellent verbal and written communications skills Function in the Help Desk Call Center with other colleagues in a fast-paced, customer-centric "bull pen" work environment as Subject Matter Experts. Document and track all calls through WMATA's ticket resolution/customer relations management system. Interface with and work under the direction of designated WMATA managers.
Using WMATA provided tools and systems, diagnose, research, and resolve problems for multiple platforms and applications in response to customer reported incidents
At least 3 years of experience supervising/managing a Help Desk Minimum Certifications: Any (3) or any (3) equivalent of: A+, Network+, Project+, Security+, MCSE, MCSA, MCP, HDI Support Center Specialist, ITIL v3 Foundation, PMP
Minimum Education: Four-year Bachelor's Degree from an accredited U.S. school Demonstrate expertise in Microsoft operating systems Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio Experience with Microsoft Exchange
Flexible working hours
5 days per week, 6:00a.m.
7:00pm, support for evenings, weekends, and holidays.
Exceptional understanding of IT Service Management processes Demonstrated experience in managing/scheduling computer refreshes on a scale of hundreds of computers per refresh period An aptitude for providing positive customer service Experience within a Desktop Helpdesk environment Good communication, problem solving and technical writing skills An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
Displays courtesy and sensitivity Manages difficult or emotional customer situations Meets all commitments Responds promptly to customer needs Solicits customer feedback to improve service
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