Help Desk Specialist Tier 2

TITLE:

Helpdesk Specialist Journeyman

LOCATION:

Washington, DC/ Onsite

Employment type:

Contract w2/1099/C2

C

MINIMUM EDUCATION:

Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE:

16 years INTERVIEWS:
In Person

Job Description:

The candidate should have 6-10years 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.

Employment type:

Contract w2/1099/C2CComplete

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:

· Bachelor’s degree in IT or related field or equivalent experience. Required 10 Years
· Providing second-tier support to end users, server, or mainframe apps/hardware. Required 6 Years
· Strong Customer Service Skills. Required 6 Years
· Expertise in troubleshooting complex software related issues. Required 6 Years
· Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 6 Years
· Knowledge of Microsoft Office Suite. Required 5 Years
· Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X). Highly desired 5 Years
· Diagnosing and resolving end user computer/computer peripherals problems. Highly desired 5 Years
· Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired 5 Years
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