Help Desk Specialist

Veteran Firm Seeking a Help Desk Specialist for an Onsite Assignment in Washington, DC

My name is Stephen Hrutka, and I lead a Veteran-owned consulting firm in Washington, DC, focused on strategic sourcing, supply chain, and IT Staffing.

We want to fill a Help Desk Specialist role for the Office of the Chief Technology Officer (OCTO) in the DC Government.

The ideal candidate is a DMV resident with 6-10 years of experience providing tier-two IT support, strong customer service skills, and expertise in troubleshooting complex Microsoft software issues. Experience supporting desktop operating systems like Mac OSX and tracking end-user peripheral problems in an incident management system is highly desired.

Thanks,

Executive

Summary:

HRUCKUS is looking for an experienced Help Desk Specialist to join the DC Public Schools (DCPS) Technical Support team to diagnose and resolve technology issues through direct engagement with users across various locations within DC.

Position

Description:

The Help Desk Specialist will provide daily assistance with the installation, operation, and maintenance of District-owned desktop software and mobile devices. They will log and route incidents in a management system, resolve technical issues within defined Service Level Agreements, and collaborate with IT leadership to maintain enterprise security policies.

Position Responsibilities:

• 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.

Required Qualifications:

• Providing second-tier support to end users, servers, or mainframe apps/hardware (6 Years)
• Strong Customer Service Skills (6 Years)
• Expertise in troubleshooting complex software related issues (6 Years)
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts (6 Years)
• Knowledge of Microsoft Office Suite (5 Years)

Minimum Education/ Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience