What are the responsibilities and job description for the Help Desk Specialist position at ASO Systems?
Job Summary/Overview
The Helpdesk Specialist serves as the primary point of contact for end-user technical support, fulfilling the mandatory requirement for active desktop/helpdesk support services in the PWS. This includes troubleshooting hardware, software, and network issues to ensure minimal downtime for approximately 50 internal users.
3. Duties & Responsibilities
Core Responsibilities
- Provide tier-1 and tier-2 support across phone, email, and onsite channels, logging all requests in a ticketing system.
- Troubleshoot and resolve user issues with desktops (Windows, macOS), mobile devices, printers, and commonly used applications (e.g., Microsoft 365).
- Perform proactive maintenance (e.g., security patching, system configuration) to meet service-level agreements.
- Assist with mobile device management and refresh cycles, ensuring accurate inventory.
- Track and escalate complex issues to the appropriate technical teams (Systems, Network, Cloud).
Secondary Responsibilities
- Prepare and update user documentation, FAQs, and helpdesk knowledge base.
- Assist with video conferencing setups and related A/V troubleshooting for on-site meetings.
Reporting Structure
- Reports to the IT Program Manager (or designated lead).
- No direct reports but may coordinate with junior technicians or interns.
4. Required Qualifications
Education
- None required by the PWS.
Professional Experience
- Minimum 5 years in an enterprise IT helpdesk or support environment.
- Support for mobile device management (refresh, inventory, upgrades, hardware/software)
Skills and Competencies
- Proficiency with Windows/macOS troubleshooting, mobile device support, and basic network connectivity checks.
- Excellent customer service and communication skills to support end-users efficiently.
Certifications
- Industry certifications (e.g., CompTIA A , Network ).
5. Preferred Qualifications
- Experience with ITIL processes or any federal helpdesk support standards.
6. Work Environment and Conditions
- Primarily on-site at 1331 F Street NW, Washington, DC 20004, with standard hours (7:00 AM–6:00 PM EST).
- Potential on-call duty for urgent after-hours support.
- Minimal or no travel.
Job Types: Full-time, Contract, Temporary
Pay: $27.99 - $29.21 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Schedule:
- 8 hour shift
Application Question(s):
- Do you have Proficiency with Windows/macOS troubleshooting, mobile device support, and basic network connectivity checks?
License/Certification:
- CompTIA A , Network (Required)
Ability to Commute:
- Washington, DC 20004 (Required)
Work Location: Hybrid remote in Washington, DC 20004
Salary : $28 - $29