Helpdesk Specialist Journeyman​/Microsoft Certification: MCP

Job Description

Client helps is looking to add to its Client Technical Support.

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 comfortable with getting around DC.

• Resolve technical issues and closing out assigned 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 (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.

• Respond to and diagnose problems through discussion with users.
• Ensure a timely process for problem recognition, research, isolation, resolution, and follow-up steps.
• Supervise operation of help desk and serve as focal point for customer concerns.
• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Document, track, and monitor problems to ensure timely resolution.
• Provide second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.

• 6 years installing and configuring system hardware/software in an enterprise environment.
• 6 years installing operating system, patches and upgrades.
• Expertise in supporting desktop operating systems (Windows 10, Mac OS X 10.10.x).
• Bachelor’s degree in IT or related field or equivalent experience.
• Experience using an endpoint management tool to provide remote support.
• Strong customer service skills.
• Experience providing administrative support in an IT environment.
• Proficient time management skills and detail-oriented organizational skills.
• Microsoft
  
  Certifications:
  
  MCP (desired).
• Experience managing service requests for IT support in Service Now or a similar ITSM platform.
• Expertise in troubleshooting hardware related issues.
• Expertise in troubleshooting complex software related issues.
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts.
• Knowledge of Microsoft Office Suite (Office 2010+ and Office 365).