Location: Washington, DC (On-Site)

Employment Type: Full-Time (Contract)

About the Role

Dhaka Technologies Limited is seeking an experienced Helpdesk Specialist Master on behalf of a client in Washington, DC. The Helpdesk Specialist Master provides first-line and second-tier technical support to District government employees, ensuring the timely resolution of IT issues and delivering exceptional customer service. Serving as a focal point for customer concerns, this role oversees problem resolution lifecycles and may supervise daily help desk operations. The Specialist supports the District’s mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and seamlessly interacting with network and engineering teams to resolve complex core issues.

Key Responsibilities

Technical Support & Troubleshooting

·       Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, servers, mainframe applications, and peripherals.

·       Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.

·       Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.

·       Diagnose and resolve hardware failures, software errors, and configuration issues.

·       Simulate or recreate user problems to resolve complex operating difficulties.

Customer Service & Incident Management

·       Respond to and diagnose problems via telephone calls, emails, walk-ins, and personnel requests.

·       Ensure a timely and controlled process for problem recognition, research, isolation, resolution, and follow-up.

·       Supervise the operation of the help desk and serve as the primary focal point for escalating customer concerns.

·       Deliver clear, courteous, and professional communication to all end users.

·       Document, track, and monitor all support interactions, resolutions, and follow-up actions in the ticketing system to ensure timely resolution.

·       Provide guidance and training to users on basic technology functions and best practices.

System & Device Management

·       Install, configure, and update software and operating systems on end-user devices.

·       Support device imaging, deployment, and lifecycle management.

·       Maintain accurate inventory, tracking, and documentation of all IT equipment.

·       Recommend system modifications to reduce recurring user problems.

Escalation, Collaboration, & Security

·       Interact with network services, software systems engineering, and applications development to restore service and correct core infrastructure problems.

·       Ensure all devices and systems comply with District security policies, including patching, antivirus updates, and security configurations.

·       Report potential security incidents or vulnerabilities to the appropriate security or administrative teams.

Requirements

Required Qualifications & Experience

·       Overall Experience: 16+ years of experience diagnosing and resolving end-user computer and peripheral problems.

·       Tier 2 Support: 16+ years providing second-tier support to end users for PC, server, or mainframe applications and hardware.

·       Incident Management: 16+ years documenting, tracking, and monitoring technical issues.

·       Systems Knowledge: 10+ years of experience troubleshooting Windows OS, Microsoft 365, VPNs, network connectivity, and common enterprise applications (including strong knowledge of Windows 11).

·       Tools & Administration: 16+ years of experience with Active Directory, remote support tools, and ticketing systems (e.g., ServiceNow).

·       Device Management: 16+ years installing, configuring, and updating software and operating systems on end-user devices.

Education & Certifications

·       Education: Bachelor’s degree in IT or a related field (or 20 years of equivalent experience) is highly desired. High school diploma or equivalent is required.

·       Preferred Certifications: CompTIA A+, Network+, or Security+.

Key Competencies

·       Strong customer-service orientation with exceptional patience, professionalism, and attention to detail.

·       Experience supporting government or large enterprise environments.

·       Knowledge of ITIL practices and service management principles.

·       Ability to work both independently and collaboratively as part of a cross-functional team.

·       Proven ability to manage multiple tasks effectively in a fast-paced environment.

How to Apply

Send your CV to:

talent@dhakatech.us

Subject Line: Application for Helpdesk Specialist