Experienced Helpdesk Customer Support Specialist – Hybrid Onsite & Remote Work Environment

Join arenaflex in Washington, DC, as we seek a highly motivated and customer-focused Helpdesk Customer Support Specialist to join our dynamic IT operation environment. As a key member of our technical support team, you will be responsible for providing top-notch technical assistance to our clients, resolving complex technical issues, and ensuring seamless communication with our stakeholders.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the District of Columbia. Our team of experts is dedicated to delivering exceptional customer experiences, and we are committed to fostering a culture of collaboration, innovation, and growth. As a Helpdesk Customer Support Specialist, you will be part of a dynamic team that is passionate about making a difference in the lives of our clients.

Key Responsibilities

As a Helpdesk Customer Support Specialist, you will be responsible for:

• Providing technical assistance to computer system users on a variety of issues, including desktop support, troubleshooting, and problem-solving.
• Identifying, researching, and resolving technical problems in a timely and efficient manner.
• Responding to telephone calls, email, and personnel requests for technical support in a professional and courteous manner.
• Documenting, tracking, and monitoring problems to ensure timely resolution and maintaining accurate records.
• Collaborating with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
• Maintaining service level agreements related to both Call Center and Desk Side support Service/Incident requests.
• Adhering to all Enterprise-wide security policies related to security and integrity of District-owned Resources.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Information Technology or a related field, or equivalent experience.
• 1-5 years of experience providing IT technical support to computer system users by telephone, email, etc.
• 1-5 years of experience maintaining computers, systems, and printers in a professional setting.
• 1-5 years of experience installing and troubleshooting computer operating systems and software.
• Expertise in supporting desktop operating systems (Windows 7, 8.X, 10, Mac OSX 10.10.X).
• Strong customer service experience.
• Experience providing technical support in a "call center" environment where the candidate received multiple calls at once.
• Experience tracking service request/incidents using a ITSM tool.
• Provide customer-oriented results and build an efficient end-user support environment.
• Experience with basic Active Directory functions such as: Account Creations, Password Resets, and OU Management.
• Knowledge of Microsoft Office Suite (Office 2010+ and Office 365).
• Excellent written and verbal communication skills in a professional setting.

Preferred Qualifications

* Microsoft Certifications: MCP Windows 7, Windows 10, +A etc.

• Experience with other technical support tools and software.
• Knowledge of electrical/mechanical principles and basic electronics.
• Ability to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.

Skills and Competencies

To succeed in this role, you will need to possess:

• Strong technical skills, including knowledge of computer hardware and software, operating systems, and networking.
• Excellent communication and interpersonal skills, with the ability to interact with clients, stakeholders, and team members in a professional and courteous manner.
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
• Ability to work in a team environment and collaborate with other technical teams.
• Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

As a Helpdesk Customer Support Specialist at arenaflex, you will have the opportunity to:

• Develop your technical skills and knowledge in a dynamic and fast-paced environment.
• Collaborate with other technical teams to resolve complex technical issues and improve our services.
• Participate in ongoing training and professional development programs to enhance your skills and knowledge.
• Contribute to the development of new technologies and solutions that will improve our services and support our clients.
• Work in a team environment that values collaboration, innovation, and growth.

Work Environment and Company Culture

arenaflex is committed to providing a positive and inclusive work environment that values diversity, equity, and inclusion. Our team is passionate about making a difference in the lives of our clients, and we are dedicated to fostering a culture of collaboration, innovation, and growth. As a Helpdesk Customer Support Specialist, you will work in a dynamic and fast-paced environment that is committed to delivering exceptional customer experiences. You will have the opportunity to work with a talented team of technical experts who are passionate about making a difference in the lives of our clients.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes:

• A salary range of $60,000 - $80,000 per year, depending on experience.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional development and career growth.
• A dynamic and inclusive work environment that values diversity, equity, and inclusion.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [wfh.mysmartpros.com/jobs/helpdesk-customer-support-entry-hybrid/](http://wfh.mysmartpros.com/jobs/helpdesk-customer-support-entry-hybrid/).

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a culture of inclusion and diversity, and we are dedicated to providing a positive and inclusive work environment that values diversity, equity, and inclusion.

Contact Us

If you have any questions or would like to learn more about this opportunity, please contact us at [arenaflex.com/careers](http://arenaflex.com/careers). Apply for this job