Helpdesk Specialist Journeyman (ONSITE)
Washington, DC
Contracted
Mid Level
Job Title: Helpdesk Specialist Journeyman (ONSITE)
Location: Washington, DC
Duration: 12 Months+
Job Description:
The Client is looking to add to its client Public School Technical Support team. 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 able to travel around client.
Roles and Responsibilities Include:
Skills:
Location: Washington, DC
Duration: 12 Months+
Job Description:
The Client is looking to add to its client Public School Technical Support team. 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 able to travel around client.
Roles and Responsibilities Include:
- Resolve technical issues and closing out assigned.
- Service/Incidents 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, widespread security incidents.
Skills:
| Skills | Required / Desired | Amount | of Experience |
| Bachelor’s degree in IT or related field or equivalent experience | Required | 10 | Years |
| Installing and configuring system hardware/software in an enterprise environment | Required | 6 | Years |
| Installing operating system Required (OS) patches and upgrades | Required | 6 | Years |
| Proficient time management skills Required and detail oriented organizational skills | Required | 6 | Years |
| Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3 | Years |
| Experience using an endpoint management tool to provide remote support | Required | 3 | Years |
| Strong Customer Service Skills | Required | 3 | Years |
| Experience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3 | Years |
| Expertise in troubleshooting hardware related issues | Required | 2 | 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 | 3 | Years |
| Microsoft Certifications: MCP | Highly desired |
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