Job Description:
Short Description: Client helps is looking to add to its client Technical Support. The candidate should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be comfortable with getting around DC.
Complete Description:
- Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements.
- Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources.
- Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools.
- Log and route service requests and incidents in an incident management system.
- Provide a high level of customer service to end users on a daily basis.
- Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.
- Troubleshoot issues related to agency-specific applications and web applications.
- Provide technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets.
- Collaborate with the IT leadership team to test and implement cost-effective technology for District.
- Maintain service level agreements related to Desk Side support Service/Incident requests.
- Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
Responsibilities:
- Responds to and diagnoses problems through discussion with users.
- Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervises operation of help desk and serves as focal point for customer concerns.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, emails, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience; IT-related certifications (CompTIA or equivalent) or equivalent work experience.
Skills Matrix:
- 6 yrs installing and configuring system hardware/software in an enterprise environment. Required 6 Years
- 6 yrs installing operating system (OS) patches and upgrades. Required 6 Years
- Expertise in supporting desktop operating systems (Windows 10, Mac OSX 10.10.X). Required 3 Years
- Bachelor’s degree in IT or related field or equivalent experience. Required 6 Years
- Experience using an endpoint management tool to provide remote support. Required 3 Years
- Strong Customer Service Skills. Required 3 Years
- Experience providing administrative support in an IT environment. Required 6 Years
- Proficient time management skills and detail-oriented organizational skills. Required 5 Years
- Microsoft Certifications: MCP. Desired
- Experience managing service requests for IT support in ServiceNow or a similar ITSM platform. Required 3 Years
- Expertise in troubleshooting hardware-related issues. Required 6 Years
- Expertise in troubleshooting complex software-related issues. Required 3 Years
- Can demonstrate experience making non-technical users comfortable with complex technology concepts. Required 3 Years
- Knowledge of Microsoft Office Suite (Office 2010+ and Office 365). Required 2 Years
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