Helpdesk Specialist

Job Title: Helpdesk Specialist

Client: DC Government

Location: Washignton DC (onsite)

Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements ii. Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned Resources iii. 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 iv.

Log and route service requests and incidents in an incident management system. v. Provide a high level of customer service to end users on a daily basis ix.

Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications vi. Troubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District viiii.

Maintain service level agreements related to Desk Side support Service/Incident requests x. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

• Proficient time management skills: 5 years (Preferred)
• Microsoft
  
  Certifications:
  
  MCP: 1 year (Preferred)
• managing service requests for IT support in Serviice Now: 3 years (Preferred)
• Expertise in troubleshooting hardware related issues: 6 years (Preferred)
• troubleshooting complex software related issues: 3 years (Preferred)
• Knowledge of Microsoft Office Suite: 2 years (Preferred)
• demonstrate experience making nontechnical users comfortable: 3 years (Preferred)
• install,configure system h/w & s/w in an enterprise env: 6 years (Preferred)
• installed Required (OS) patches and upgrades: 6 years (Preferred)
• Expertise in support desktop OS (Windows 10 Mac OSX 10.10.X): 3 years (Preferred)
• Bachelor’s degree in IT or related field: 4 years (Preferred)
• using an endpoint management tool to provide remote support: 3 years (Preferred)
• Strong Customer Service
  
  Skills:
  
  3 years (Preferred)
• providing administrative support in an IT environment: 6 years (Preferred)