Helpdesk Specialist Entry Level

Position Title & Code: Helpdesk Specialist Entry Level

Location: Washington DC

Project End Date: 09/30/2024 (With Possible extension to next fiscal year).

Short Description:

client is looking to add to its DCPS Technical Support. The candidate should have 610 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.

Complete Description:

Resolve technical issues and closing out assigned

Service/Incidents requests within the agencys Service Level Agreements ii. Adhere to all Enterprisewide security policies related to security and integrity of Districtowned Resources iii. Provide assistance with installation operation and maintenance of Districtowned desktop software including operating systems (both
Windows and Apple) offtheshelf products (e.g. Microsoft Office Project Visio Outlook) and endpoint management tools iv. Log and route service requests and incidents in an incident management system. v. Provide a high level of customer service to end users on a daily basis ix.Provide technical expertise related to Microsoft Products such as Microsoft Office Windows operating systems as well as other related Microsoft applications vi. Troubleshoot issues related to agency specific applications and web applications vii.
Provide technical support for mobile devices such as iPads iPhones Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District viiii. Maintain service level agreements related to Desk Side support Service/Incident requests x. Work with other technical teams to coordinate multitiered technical support for outages widespread security incidents.

Responsibilities:
1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled including problem recognition research isolation resolution and followup steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies researches and resolves technical problems.
6. Responds to telephone calls emails and personnel requests for technical support.
7. Documents tracks and monitors the problem to ensure a timely resolution.
8. Provides secondtier support to end users for either PC server or mainframe applications or hardware.
9. Interacts with network services software systems engineering and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:
Bachelors degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.

Skill Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)

Skill

Required / Desired

Amount of Experience

Years Used

Short Brief Description

Project

1 yrs installing and configuring system hardware/software in an enterprise environment

Required

1 years

1 yrs installing operating system Required (OS) patches and upgrades

Required

1 years

Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)

Nice to have

1 years

Experience using an endpoint management tool to provide remote support

Required

1 years

Strong Customer Service Skills

Required

3 years

Experience providing administrative support in an IT environment

Required

6 month

Proficient time management skills Required and detail oriented organizational skills

Required

2 years

CompTIA A

Required

Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform

Required

1 years

Expertise in troubleshooting hardware related issues

Required

1 years

Expertise in troubleshooting complex software related issues

Required

6 month

Can demonstrate experience making nontechnical users comfortable with complex technology concepts

Required

1 years

Knowledge of Microsoft Office Suite (Office 2010 and Office 365)

Required

1 years

Candidate should have pervious work experience with OCTO

Required

3 month