Helpdesk Specialist Journeyman

Job Description:

Short Description:

Client is looking to add to its Client Technical Support team. The candidate should have 6-10years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.

Complete Description:
Client is looking to add to its Client Technical Support team. 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 able to travel around DC.

Roles and Responsibilities Include:

• Resolve technical issues and closing out assigned.
• Service/Incidents requests within the agency's Service Level Agreements.
• 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.
• Provide technical expertise related to Microsoft Products, such as Microsoft Office, 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 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.

Technical Skills:

• Bachelor's degree in IT or related field or equivalent experience.

• Providing second-tier support to end users, server, or mainframe apps/hardware.

• Strong Customer Service Skills.

• Expertise in troubleshooting complex software related issues.

• Can demonstrate experience making nontechnical users comfortable with complex technology concepts.

• Knowledge of Microsoft Office Suite.

• Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)

• Diagnosing and resolving end user computer/computer peripherals problems.

• Documenting, tracking, and monitoring end user, server, or hardware problems.