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Sr Helpdesk Tier III (PR40820)
Ref No.: 17-17653
Location: Washington, District of Columbia
Position Type:Contract
Start Date: 06/30/2017
Client: WMATA
Location: Jackson Graham Building, Washington, DC – 20001
Role: Sr Helpdesk Tier III
Duration: 1 year
·         Provide single Point-of-Contact for Customer Support across a 24x7x365 window 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
·         Respond to ongoing service request and management inquiries via vendor issued cellular device/smartphone across a 24/7/365 service window
·         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.
·         Support special projects, services, and other assignments as needed.
Supplemental Duties:
·         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
·         Must possess a vendor issued cellar device/smartphone
·         Responds promptly to customer needs
·         Solicits customer feedback to improve service