Helpdesk Specialist Journeyman

Job Description

Job Description:

Short Description:

Client is looking to add to its Client 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 DC.

Complete Description:

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 DC.

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:

Bachelors 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

Full-time