Helpdesk Specialist Journeyman
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-10-10
Listing for:
AHU Technologies
Full Time
position Listed on 2026-10-10
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
Job Description
Client is looking to add to its Client Technical Support team. 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- Resolve technical issues and close out assigned incidents.
- Service/Incident 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 (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 the 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 and widespread security incidents.
- Bachelor’s degree in IT or related field or equivalent experience.
- Providing second‑tier support to end users, server, or mainframe apps/hardware.
- Strong customer service skills.
- Expertise in troubleshooting complex software‑related issues.
- Can demonstrate experience making non‑technical users comfortable with complex technology concepts.
- Knowledge of Microsoft Office Suite.
- Expertise in supporting desktop operating systems (Windows 11, Mac OS X 10.10.X).
- Diagnosing and resolving end‑user computer/peripherals problems.
- Documenting, tracking, and monitoring end‑user, server, or hardware problems.
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