OverviewVariQisseeking a Software Support Helpdesk Analyst to provide consultative technical support by telephone, email and chat.Responsibilities include supporting end-users for our proprietary CRM software, Intranet Quorum (IQ), and some basic remote computer and printer troubleshooting. The candidate must be able to quickly learn how to troubleshoot and guide customers in best practices using the IQ software. Additional Information: Location:Office will be located within a federal government building in South West Washington, D.C. (accessible from the Blue, Orange, and Silver Metro-Rail Stations). Salary:Dependent upon experience Security Clearance:None Available: Within 4-6 weeksQualificationsRequired Qualifications: 6 months to one year experience providing software end-user support in a call center environment. Experience managing assigned tickets in a call tracking system. (i.e. Service Now, Remedy) Knowledge of Microsoft Office tools for scheduling, task management, email (Outlook), and documentation (Word). Knowledge of Excel spreadsheets a plus. Experience or aptitude to learn Active Directory account management. Basic knowledge to support users of Windows 10 with Microsoft Office (2016, O365) Ability to troubleshoot basic network connectivity and settings for workstations and printers Demonstrated ability to work independently and exercise good judgment with high profile VIP customers. Excellent customer service and communication skills with attention to detail. Must be able to obtain the equivalent of a public trust clearance once hired. Must be an authorized US worker.Desired qualifications: Documentation writing experience Knowledge of our customers including Congressional office staff roles, office processes, and legislative processes as they apply to a Congressmans main objectives. Previous experience or knowledge of using Intranet Quorum (IQ) software.Schedule and place of performance: Period of performance is November 9, 2020 through April 1, 2021. Will require flexibility on schedule as required working hours may change. Will typically be 8 hours daily/40 hours weekly with 30-minute non-billable lunch break. Able to work in our Vienna, VA work remotely from home Ability to come in early, stay late, and flex hours within a work week are a requirement.OTHER DUTIES This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.NOTE All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.VariQ is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected class.We consider diversity and inclusiveness to be core to our culture, and central to our commitment to fostering an empowering and supportive workplace.
Associated topics: assistant, client support, customer support, excel, help desk, information technology help desk, information technology support, support, technical support, troubleshoot