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Dell

Service Desk Specialist - Connectivity and Communications
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description

Dell Services Federal Government is seeking a Service Desk Specialist to work as a Dell employee in support of our customers Service Desk in DC. The mission for Dell is to develop loyal customers by meeting and exceeding customer expectations and contributing to their success. Dell will achieve our mission by providing timely, accurate and professional service at each and every customer contact.

We are seeking a Tier 1 Service Desk Agent, full-time phone support, Connectivity & Communications team member. The selected individual will:

- Answer and process incoming escalated technical customer phone calls regarding application, hardware, OS and related solutions
- Troubleshoot equipment and software applications to identify problem areas and recommend corrective action
- Recommend solutions to customer application questions
- Maintain a log of problems so that recurring problems can be reported to product development
- Work on customer incidents and problems of moderate scope
- Interact daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of factual information
- May provide work direction and guidance to others

Schedule:
1st shift is 7am-3:30pm "djam"""

Required Skills

Experience with the following solutions:
-Strong customer support skills
-Mail Client Support: Outlook, Eudora, Entourage, Mac Mail, etc.
-Network Support: Knowledge of LAN, Wireless, VPN and Dial-up troubleshooting
-Blackberry Enterprise Server Knowledge
-Blackberry Device Troubleshooting skills

Desired Skills

-Mac hw/sw/OS X support experience
-ServiceNow or similar incident tracking/ticketing system experience

Education

-Typically requires 3 years relevant experience without a Degree or Undergraduate Degree and at least 1/2 year relevant experience

-HDI Helpdesk or equivalent certification. If not certified, will be required to gain certification once onboard.

Experience

2+ years of Customer Service experience
2+ years technical or related work experience

Requirements

N/A

Hazards

N/A

No salary provided

Posted May 01, 2015 at 05:02AM from LinkedIn http://ift.tt/1E1cLuS
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