Customer Service Engineer (IT)

Employer
Insignia Technology Services
Location
Washington, DC
Posted
Apr 20, 2017
Closes
Apr 21, 2017
Function
Customer Service, IT
Industry
Engineering, Other
Hours
Full Time
**Position Title: Customer Service Engineer** Insignia Technology Services is seeking a **Customer Service Engineer**in support of the Department of Housing and Urban Development (HUD) Office of Inspector General (OIG) Business Operations Support Services (BOSS) for the Distributed Computing Environment (DCE). Work to be performed on client site, at **HUD OIG offices located at 451 7th Street SW, Washington DC** and is a block away from the L'Enfant Plaza Metro Station. * * * Full Time Position **Position Description:** The Customer Service Engineer will interact with clients via face to face, email or telephonic support calls and provide assistance with desktop, laptop, cell phones, accounts or application level support calls. Responsible to diagnose, assist and resolve issues. Will be responsible to track tickets, resolutions, escalate at required. Service desk supports over 700 customers across the HUD OIG enterprise working out of 45 regional field offices and the Washington DC headquarters. On a daily basis, our help desk staff responds to incidents and service requests to fix problems with hardware, software, mobile devices, security, etc. The attributes of the successful candidate should include: * Customer focus * Excellent verbal and written abilities in the English language * Excellent communication/interpersonal skills * Ability to prioritize tickets, resolve issues. * Team Player * Willing to learn and grow * Interested in Information Technology: Systems, Software, Networking, Applications, Microsoft Office Products **Responsibilities: ** * Answer incoming help desk/service desk calls * Triage calls based on several factors, including mission impact and the estimated difficulty to resolve the call * Interact with a customer base of 700 end-users on a daily basis * Resolve 85% of service desk calls during the initial call * Escalate tickets as required and close the loop with customers * Enter and manage tickets on either or both MSFT CRM/ServiceNow ITSM * Be polite, understanding and professional * Be a good listener * Attention to detail * Other duties as assigned **Requirements:** * US Citizenship is required * Must have or be able to attain a security clearance (High/BI - 10 years) **Preferences:** * Microsoft Certification(s) * Honorably discharged US Military Veteran **Education:** * Bachelor's Degree * 8 years of additional relevant experience may be substituted for education **Work Location:** Client Site in the HUD OIG offices located at 451 7th Street SW, Washington DC and is a block away from the L'Enfant Plaza Metro Station. **Hours:** Prime coverage between the hours of 7:00 am and 8:00 pm EST. Start time will be staggered, 8-hour work day. * * * **About Us:** Insignia provides **information technology services and solutions**by **adding value**based upon industry **standards**, methodologies, processes and high performing **teams** that provide **quality, effective** services and solutions specializing in full Systems Development Life Cycle (SDLC) support of complex, enterprise-class IT systems *Insignia Technology Services is an Equal Opportunity/Affirmative Action Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.* *Position:* Customer Service Engineer (IT) (Job ID: 1098) *Location:* Washington, DC *Job Id:* 1098 *# of Openings:* 1