We are looking for a Helpdesk Specialist Journeyman (Min 6-10 Yrs. Exp) 100% ONSITE (Webcam Interview).

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 1

Length: 7-19 Months

Work Address: Washington DC 20003

Immediate interviews – (Webcam Interview)

Please Note this position is 100% ONSITE

The candidate should have 6-10 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..

Description

I. Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements

II. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources

III. 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

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

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

VIII. Maintain service level agreements related to Desk Side support Service/Incident requests

IX. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications

X. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

JOB DESCRIPTION
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 follow-up 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 second-tier 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:
Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.

Job Types: Full-time, Contract

Pay: $15.00 - $25.00 per hour

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Bachelor’s degree in IT or related field or equivalent: 10 years (Preferred)
• installing and configuring system hardware/software: 8 years (Required)
• installing OS patches and upgrades: 8 years (Required)
• supporting desktop OS (Windows 10 Mac OSX 10.10.X): 5 years (Required)
• endpoint management tool to provide remote support: 5 years (Required)
• Strong Customer Service Skills: 5 years (Required)
• providing administrative support in an IT environment: 8 years (Required)
• Microsoft Certifications: MCP: 5 years (Required)
• troubleshooting hardware&complex software related issues: 8 years (Required)
• making nontech users comfortable with tech concepts: 5 years (Required)
• Knowledge of MS Office Suite (Office 2010 and Office 365): 5 years (Required)
• service requests for IT support in Service Now or ITSM: 10 years (Required)

Work Location: In person