Helpdesk Customer Support Entry - Go Intellects : Job Details

Helpdesk/ Customer Support Entry

Rate: $25.00/hour on W2

Work Status: US Citizen, H1B, GC or Authorized to work - Sponsorship not available DHS

Work Arrangement: Onsite (Consultants local to DC required).

Worksite Address: Washington, DC

Submittals due: 06/11/2025

Interviews: In Person

Background check: Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check pulls criminal records from State and County Courts in almost every US State.

Job Description:

Short Description:

The Customer Support Entry level is a first-level representative supporting the Client's technical support team. They handle a variety of technical inquiries, document issues, and alert senior staff promptly, with a transition to 4 days onsite after the first 30 days.

Complete Description:

Our client seeks a first-level technical support representative responsible for answering technical inquiries, documenting issues, and escalating to senior staff as needed. Roles and responsibilities include:

• Answer calls in a dynamic IT environment supporting multiple agencies
• Provide desktop support for technical issues in a Call Center environment and off-site locations across the District of Columbia
• Log and route service requests and incidents in an incident management system
• Create and maintain knowledge articles regularly
• Deliver high-quality customer service daily
• Provide technical support for Microsoft products such as Office, Windows OS, and related applications
• Troubleshoot agency-specific and web applications issues
• Support mobile devices including iPads, iPhones, Android devices, and tablets
• Collaborate with IT leadership on cost-effective technology solutions
• Maintain service level agreements for call center and desk support
• Coordinate multi-tiered support for outages and security incidents
• Adhere to all security policies regarding resources