Helpdesk Specialist Entry

Role:
Helpdesk Specialist Entry
Client: DC Government

Location:

Washington, DC (Onsite)

The Office of the Chief Technology Officer is seeking a first level technical support representative who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion.

Onsite - 6 PM - 6 AM:
Wed, Thurs, Fri

Sunday: 6 AM - 2:30 PM every other week 8hrs

• Answer calls in a dynamic IT operations environment, supporting multiple agencies.
• Provide desktop support for technical issues in a Call Center environment as well as off‑site locations throughout the District of Columbia.
• Log and route service requests and incidents in an incident management system.
• Create and maintain knowledge articles in the agency's knowledge management system on a daily basis.
• 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 select and implement cost‑effective technology for District.
• Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests.
• Work with other technical teams to coordinate multi‑tiered technical support for outages, widespread security incidents.
• Adhere to all Enterprise‑wide security policies related to security and integrity of District‑owned Resources.