Helpdesk Specialist Senior

Job Description: 


Short Description:


Responds to and diagnoses problems through discussion with users.


Complete Description: 


The Client is the leading authority on energy and environmental issues affecting the District of Columbia. Using a combination of regulations, outreach, education, and incentives, our agency administers programs and services to fulfill our mission. We work collaboratively with other government agencies, residents, businesses, and institutions to promote environmentally responsible behavior that will lead to a more sustainable urban environment.


Responsibilities

1. Provides technical assistance to computer system users in a Windows-based environment.
2. Configures, prepares, and deploys new desktop and laptop computers for staff, including installation of required software and security tools.
3. Deploys and configures mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
4. Identifies, researches, and resolves software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
5. Responds to telephone calls, emails, and personnel requests for desktop and mobile device support.
6. Documents, tracks, and monitors reported issues to ensure timely and complete resolution.
7. Provides support for printing devices, including installation of printers, troubleshooting printing issues, and replacement of consumables.
8. Provides support for office copier machines, including installation of print queue troubleshooting copier issues, and replacement of consumables.
9. Assists users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
10. Provides support for various computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
11. Answers questions and resolves computer problems for clients in person, via telephone, or through remote support tools.
12. Follows procedures and maintains inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
13. Reads and interprets technical manuals and documentation to support troubleshooting and system maintenance.
14. Utilizes diagnostic tools and reference materials to assist in resolving hardware and software issues.
15. Maintains knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
16. Communicates clearly and effectively with end users and IT team members.
17. Assists with coordination and implementation of system upgrades, patches, and new hardware/software deployments.
18. Provides accurate and complete answers to general computing and administrative questions in a timely manner.
19. Implements and supports shared software, including operating systems, configuration management tools, and standard enterprise software applications.
20. Communicates status updates clearly and provides timely reporting on work activities, task progress, and issue resolution.

 Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience


Skills Matrix 


·       Bachelor’s degree in IT or related field or equivalent experience


·       Diagnosing and resolving end user computer/computer peripherals problems


·       Providing second-tier support to end users, server, or mainframe apps/hardware


·       Documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems