What are the responsibilities and job description for the Help Desk Specialist position at HRUCKUS LLC?
Veteran Firm Seeking Helpdesk Specialists for Onsite Assignments in Washington, DC
My name is Stephen Hrutka. I lead a Veteran-owned consulting firm in Washington, DC, focused on strategic sourcing, supply chain management, and IT Staffing.
We want to fill two (2) Helpdesk Specialist roles for OCTO, the Office of the Chief Technology Officer in the DC Government.
The ideal candidates are DMV residents who have 6 years of experience installing and configuring system hardware / software in an enterprise environment, 6 years of experience installing operating system required (OS) patches and upgrades, and 3 years of expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X).
If youre interested, I'll gladly provide more details about the role and further discuss your qualifications.
Thanks,
Stephen M Hrutka
Principal Consultant
www.hruckus.com
Executive Summary : HRUCKUS seeks to hire two 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
Job Details :
Skills Matrix :
Skill / Required / Desired / Yrs of Experience
Bachelors 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
Salary : $42,000 - $45,000