Role: Helpdesk Specialist

Location: Washington DC (Onsite)

Client: DC government

Job Description:

Resolve technical issues and closing out assigned Service/Incident requests within the agency's Service Level Agreements.

1. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources.
2. 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.
3. Log and route service requests and incidents in an incident management system.
4. Provide a high level of customer service to end users on a daily basis.
5. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.
6. Troubleshoot issues related to agency specific applications and web applications.
7. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.
8. Collaborate with the IT leadership team to test and implement cost-effective technology for the District.
9. Maintain service level agreements related to Desk Side support Service/Incident requests.
10. Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.

Responsibilities:

1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
10. Simulates or recreates user problems to resolve operating difficulties.
11. 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.

Experience:

• Troubleshooting complex software related issues: 3 years (Preferred)
• Knowledge of Microsoft Office Suite: 2 years (Preferred)
• Installing and configuring system hardware/software: 6 years (Preferred)
• Install operating system Required (OS) patches, upgrades: 6 years (Preferred)
• Support operating systems (Windows 10, Mac OSX 10.10.X): 3 years (Preferred)
• Endpoint management tool to provide remote support: 3 years (Preferred)
• Strong Customer Service Skills: 3 years (Preferred)
• Providing administrative support in an IT environment: 6 years (Preferred)
• Proficient time management skills: 6 years (Preferred)
• Microsoft Certifications: MCP: 4 years (Preferred)
• Managing service requests for IT support in ServiceNow: 3 years (Preferred)
• Expertise in troubleshooting hardware related issues: 6 years (Preferred)