What are the responsibilities and job description for the Help Desk Specialist position at CSZ Net Inc?
Job Title: Helpdesk Specialist
Location: Washington, DC
Job ID: OCTO -DCPS Helpdesk Specialist Journeyman - 752663
Client: DC Govt
In person interview - 100% onsite
Description:
OCTOhelps is looking to add to its DCPS Technical Support. 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.
Job Description:
- Resolve technical issues and closing out assigned
- Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources
- 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
- Log and route service requests and incidents in an incident management system.
- Provide a high level of customer service to end users on a daily basis
- 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 District
- Maintain service level agreements related to Desk Side support Service/Incident requests
- Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
- Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.
Responsibilities:
- Responds to and diagnoses problems through discussion with users.
- Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervises operation of help desk and serves as focal point for customer concerns.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, emails, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
Required Skills
- 6 Years of experience in installing and configuring system hardware/software in an enterprise environment
- 6 Years of experience in installing operating system Required (OS) patches and upgrades
- 3 Years of experience in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)
- Bachelor’s degree in IT or related field or equivalent experience
- 3 Years of experience using an endpoint management tool to provide remote support
- Strong Customer Service Skills
- 6Years of experience in providing administrative support in an IT environment
- Proficient time management skills Required and detail oriented organizational skills
- 3 Years of experience in managing service requests for IT support in ServiiceNow or a similar ITSM platform
- 6 Years of experience in in troubleshooting hardware related issues
- 3 Years of experience in troubleshooting complex software related issues
- Can demonstrate experience making nontechnical users comfortable with complex technology concepts
- Knowledge of Microsoft Office Suite (Office 2010 and Office 365)
Regards
Kanchan Illa
CSZNet, Inc.
Direct: 202-903-0969
Phone: 202 524 9658 Ext 106
Email: kanchan.illa@csznet.com
Job Type: Contract
Pay: Up to $35.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- inperson interview required
- 100% onsite work
Education:
- Bachelor's (Preferred)
Experience:
- Help desk: 6 years (Required)
- iOS: 4 years (Preferred)
- Windows: 4 years (Preferred)
Work Location: In person
Salary : $35
