Job description

Enlightened, Inc. is searching for a Chromebook Helpdesk Support Specialist who will assist our client’s users by resolving their technical issues and providing courteous and knowledgeable assistance with Chromebook end-user questions.

As the Chromebook Helpdesk Support Specialist, you will provide Tier 1 / Tier 2 level phone support to resolve end-user-related technical problems. Your role serves as the first line of support for all user IT support issues including break/fix.

All work will be performed onsite at our headquarters located at 1205 Good Hope Road SE in the District of Columbia. Additional responsibilities will include, but are not limited to:

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets, telephone calls, and e-mail and personnel requests for technical support.
• Tracks and monitors the problem to ensure a timely resolution.
• Provide support for all user IT support issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix and problem resolution.
• Serve as the IT Liaison to external partners, and software and hardware vendors for problem resolution, information gathering, system upgrades, and maintenance.
• Develop and maintain desktop support procedures, and prepare end-user documentation
• Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Google Apps, and Web-based applications.

Required Qualifications:

• Must have 2 years of hands-on experience supporting and resolving Chromebook technical and user issues
• Associate degree in computer science or related field or an equivalent combination of education & experience will be considered.
• Bilingual (able to read, write and speak Spanish proficiently)
• DC residents strongly preferred, candidates from the surrounding DC area will be considered.
• Demonstrates good customer service skills and motivation.
• Working knowledge of managed IT service desirable.
• Ability to anticipate problems & take decisive action
• Must possess excellent verbal and written communication skills, including professional and respectful telephone etiquette
• Must be decisive, conscientious, and interact well in a team environment
• Have a strong desire to learn and be able to follow policies and procedures
• Must demonstrate the ability to work well with limited supervision

Enlightened is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Job Types: Full-time, Part-time

Pay: Up to $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location

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