Helpdesk Specialist Senior

Dhaka Technologies Limited Company | Contract

Location:

Washington, United States

Engagement Type: W2 or 1099 only; no C2C

Final Interview:
In person

Dhaka Technologies Limited is hiring for a client seeking a Senior Helpdesk Specialist who responds to and diagnoses technical problems through discussions with users.

The client is a leading authority on energy and environmental issues affecting the District of Columbia. Through a combination of regulations, outreach, education, and incentives, the organization administers programs and services that promote environmentally responsible behavior and support a more sustainable urban environment.

• Provide technical assistance to computer system users in a Windows-based environment.
• Configure, prepare, and deploy new desktop and laptop computers for staff, including the installation of required software and security tools.
• Deploy and configure mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
• Identify, research, and resolve software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and One Drive.
• Respond to telephone calls, emails, and personnel requests for desktop and mobile device support.
• Document, track, and monitor reported issues to ensure timely and complete resolution.
• Provide support for printing devices, including printer installation, troubleshooting printing issues, and replacing consumables.
• Provide support for office copier machines, including installing print queues, troubleshooting copier issues, and replacing consumables.
• Assist users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
• Provide support for various computer peripherals, including wireless keyboards, mice, scanners, local printers, and wireless headsets.
• Answer questions and resolve computer problems for users in person, by telephone, or through remote support tools.
• Follow established procedures and maintain inventory and asset management records for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
• Read and interpret technical manuals and documentation to support troubleshooting and system maintenance.
• Use diagnostic tools and reference materials to assist in resolving hardware and software issues.
• Maintain knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
• Communicate clearly and effectively with end users and IT team members.
• Assist with the coordination and implementation of system upgrades, patches, and new hardware and software deployments.
• Provide accurate and complete answers to general computing and administrative questions in a timely manner.
• Implement and support shared software, including operating systems, configuration management tools, and standard enterprise software applications.
• Communicate status updates clearly and provide timely reports on work activities, task progress, and issue resolution.

• Bachelor’s degree in IT or a related field, or equivalent experience.
• 15 years of diagnosing and resolving end-user computer and peripheral problems.
• 11 years of providing second-tier support to end users and supporting server or mainframe applications and hardware.
• 11 years of documenting, tracking, and monitoring end-user, server, or mainframe application and hardware problems.