Tech Support Rep in McLean, VA at ConsultNet

Date Posted: 6/6/2021

Job Snapshot

Job Description

Technical Support Representative- REMOTE until office re-opens

Location: McLean, VA

Hours: 8am- 8pm (8 hour shifts) must be flexible with shift schedule.

Contract position

  The position is responsible for providing first level phone, chat and email support to customers on hardware, software, and network related problems and questions. Responsible for answering the customer support lines, generating trouble tickets, working with campus-based and central IT staff to coordinate second and third level support and to ensuring user problems are being addressed in accordance to the IT department’s service level agreements and SOPs.

  • Provide PC hardware and software help desk support via telephone & on-site service to customers.
  • Respond to first level inquiries and requests for assistance from customers via telephone, email, web, chat, voice mail and automatic ticket system.
  • Document, track and monitor technical issues to ensure resolution according to service level agreements (SLAs).
  • Provide installation, configuration, troubleshooting and support for MS Office 365, Google Suite, Virus detection software, Internet browsers (Chrome, Firefox, Edge, Safari).
  • Perform add/modify/delete of user profiles and accounts.
  • Analyze/troubleshoot 1st and second level desktop, application and network issues and assign to appropriate team member per standard operating procedures (SOPs).
  • Creating help desk documentation, including but not limited to step by step instructions, SOPs, policies, knowledge base entries, etc…
  • Assist in maintaining the IT Department’s intranet site.
  • Assisting students and school staff faculty with Canvas courses and supplemental instructions applications.
  • Follow all SOPs and Policies.
  • Attend team meetings and trainings.
  • Meet or exceed monthly performance metrics.
  • Bachelor’s degree in a computer related field is preferred but not required
  • 1-2 years’ experience in a help desk or call center environment.
  • Demonstrated knowledge of Microsoft Office 365, MS Office, MS Exchange, Windows 10, Mac OS, Google Suite, Learning Management System (Canvas preferred), Student Information System (PowerSchool preferred), Adobe
  • Must have problem solving skills
  • Excellent oral and written communication skills:
    • Listening effectively and asking  appropriate questions to document the problem and begin resolution process
    • Maintaining composure in stressful situations
    • Resolving  conflict in a tactful and professional manner and to effectively diffuse displeased callers
List of preferred certifications are listed below:
  • HDI© Certification (any)
  • ITIL Foundations v3
  • SPC Cert - CT1SS
  • MCTS
  •  A+
  • Net+
  • Typical office setting (When it opens)
  • Works shifts, may include weeknights and weekends
  • Mobility within the office including movement from floor to floor
  • Access information using a computer
  • Effectively communicate, both up and down the management chain
  • Effectively cope with stressful situations
  • Strong mental acuity

Be a part of the ConsultNet difference. As a leading national provider of IT staffing and solutions, ConsultNet delivers exceptional services to startup, midmarket and Fortune 1000 companies across North America. Since 1996, we've partnered with clients to create rewarding opportunities for our consultants, successfully building teams that have surefire results.

In the past two years alone, we have placed more than 1,500 consultants in contract, contract-to-hire, or direct placement opportunities. We understand communication is key to finding the right job that matches your skills and career goals. For us, it's not just the work that we do; it's how we do the work. Our breadth of offerings extends to multiple IT positions in major markets throughout the country, see more at