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CALL CENTER ENGINEER

Washington, DC · Information Technology
NorthHill Technology Resources is seeking several Call Center Engineers for a newly awarded Federal contract in Washington, DC.   Candidates must be US Citizens and able to obtain a Public Trust Security Clearance.

 
Experience: 
  • Candidates must have 2+ years of experience supporting an IT service desk. 
 
Duties: 
  • Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. 
  • Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. 
  • Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. 
  • Researches customer concerns and find appropriate resolutions.
  • Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.  
 
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