Responsible for providing first level support for all end-users. Troubleshoot and resolve hardware, software and voice/data communication systems issues. Escalate calls when appropriate. Write concise, informative tickets. Follow up on all tickets in a timely manner and follow through to resolution. Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies are required. The ability to multi-task, prioritize and work under pressure are required. Be willing to work flexible hours when appropriate. Excellent customer service, verbal and written communication skills are a must. Required years (based on level) prior customer service, call center or help desk experience is required.
The contractor will focus on support and troubleshooting technical issues to keep internal processes functioning at optimal levels and assisting external stakeholders/volunteers. They will work in congress on some task but will also have task that they must complete alone. They will support Tax-Aides Technology & Security Committee. The contractor position will play a vital role in daily operations and employ multiple software systems ranging from Salesforce to Google.