Help Desk Associate

Location
Arlington, Virginia
Posted
Mar 30, 2021
Closes
Apr 09, 2021
Ref
16936
Function
Administrative
Hours
Full Time
Summary

The Help Desk Associate will provide Tier 1 printer service support in customer's location on Xerox and other print devices, working with Low to Mid-Range office products.

Responsibilities
  • Record the customer's call and information pertaining to the request.
  • Apply remote service diagnostics to try to resolve the request directly if possible.
  • Maintain asset inventory data or facilitate the collection of asset inventory data, including asset serial number, asset location, customer contact name, contact phone number, address, and special instructions for reporting purposes.
  • Receive, track, and fulfill customer requests for standard consumable supplies for Xerox and Non-Xerox branded devices covered in this service.
  • Receive, log, and process requests to relocate Xerox branded equipment covered in this agreement.
  • Answer end user questions about the features, functions, and operation of Xerox branded devices.
  • Answer or facilitate resolution of all Xerox related questions or concerns.
  • Facilitate gathering of Xerox meter reads for billing and reporting purposes.
  • Support the client reporting requirements of inventory, installation, relocations, removals, usage and service history (response and downtime), and any other ad hoc reporting that may be requested.
  • Other duties as assigned

Qualifications
  • High school diploma or GED required
  • 3+ years of relevant experience
  • 1+ years of DOD experience
  • Must always possess a valid driver's license
  • Must have the ability to successfully pass a drug-screening, DMV, and background check.
  • DOD secret clearance required

Knowledge, Skills and Abilities
  • Ability to work Monday-Friday from 0700 to 1800 EST.
  • PC skills are required for this position.
  • Skill demonstration required in IE Navigation, file saves and moves, and internet connectivity.
  • Ability to use the PC/wireless devices for data entry, troubleshooting, and web access.
  • Functional knowledge of Microsoft Operating Systems Windows and Microsoft Office Applications (Word, Excel).
  • Remedy Troubleticket System experience.
  • Ability to work overtime on an occasional basis.
  • Ability to provide reliable transportation to service calls.
  • Proven excellent customer service skills.

Executive Order 13495, The Non Displacement of Qualified Workers Under Service Contracts provide first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.

#Chenega Worldwide Support, LLC

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