We are looking for a Helpdesk Specialist Journeyman (Min 10+ Yrs. Exp) ONSITE (In Person Interview).
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions:2(TWO)
Length: 12 Months+
Work Address: Washington DC 20003
Immediate interviews In Person Interview
Please Note this position is ONSITE
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.
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
Experience with Business workflow processes
Required / Desired
Amount
of Experience
Years of Experience
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
Numbers & Facts
Location
200 I St. SE, DC
Skills
2nd Level Supportunmatched
Androidunmatched
Appleunmatched
Apple iPadunmatched
Apple iPhoneunmatched
Business Processesunmatched
Computer Securityunmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Desktop PCunmatched
Enterprise Protectionunmatched
Help Deskunmatched
Identify Issuesunmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Mac Operating System X (OS X)unmatched
Mainframe Computerunmatched
Maintenance Servicesunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft Product Familyunmatched
Microsoft Projectunmatched
Microsoft Visiounmatched
Microsoft Windows Operating Systemunmatched
Mobile Devicesunmatched
Operating Systemsunmatched
Peripheral Hardwareunmatched
Problem Solving Skillsunmatched
Service Level Agreement (SLA)unmatched
Team Playerunmatched
Technical Leadershipunmatched
Technical Supportunmatched
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