Helpdesk Specialist Journeyman (ONSITE)
Washington, DC, DC
Contracted
Experienced
Job Title: Helpdesk Specialist Journeyman (ONSITE)
Location: Washington, DC
Duration: 12 Months+
Job Description:
Responsibilities:
Minimum Education/Certification Requirements:
Skills:
Location: Washington, DC
Duration: 12 Months+
Job Description:
- Service/Incidents requests within the agency's Service Level Agreements
- Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned 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 vii. 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, 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:
| Skills | Required / Desired | Amount | of Experience |
| 6-10 yrs installing and configuring system hardware/software in an enterprise environment | Required | 6 | Years |
| 6-10 yrs installing operating system Required (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 | 10 | 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 Required and detail oriented organizational skills | Required | 6 | Years |
| Microsoft Certifications: MCP | Desired | ||
| Experience managing service requests for IT support in ServiiceNow 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 nontechnical users comfortable with complex technology concepts | Required | 3 | Years |
| Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 2 | Years |
Apply for this position
Required*