Position - Helpdesk Specialists
Location - Washington, District Of Columbia
Client - DC Government
Helpdesk Specialists for our client, who wants to add to their DCPS Technical Support team. The candidates should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users.
Position Description:
Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements
Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources
Assist 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 daily
Provide technical expertise related to Microsoft Products, such as Microsoft Office and 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, widespread security incidents
Requirements
Degree required:
Bachelor's degree in IT or related field or equivalent 10 years of experience
Speexaminations/certificatescates:
Microsoft Certifications: MCP is Highly Desired
Years of work experience: 6 years (s)
Skills Matrix:
Skill | Required /Desired | Yrs of Experience
Bachelor's degree in IT or related field or equivalent experience | Required | 10
Installing and configuring system hardware/software in an enterprise environment | Required | 6
Installing operating system Required (OS) patches and upgrades | Required | 6
Proficient time management skills Required and detail oriented organizational skills | Required | 6
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3
Experience using an endpoint management tool to provide remote support | Required | 3
Strong Customer Service Skills | Required | 3
Experience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3
Expertise in troubleshooting hardware related issues | Required | 2
Expertise in troubleshooting complex software related issues | Required | 3
Can demonstrate experience making nontechnical users comfortable with complex technology concepts | Required | 3
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 3
Microsoft Certifications: MCP | Highly desired
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