Help Desk Specialist

Job Description:

We're looking for a Helpdesk Specialist to provide first-level technical support across multiple agencies in Washington, DC. You'll troubleshoot and resolve IT issues related to desktop operating systems, mobile devices, and Microsoft Office products while ensuring excellent customer service.

Responsibilities:

• Answer calls and provide desktop and mobile support in a fast-paced Call Center environment.
• Log incidents, document solutions, and create knowledge articles.
• Provide technical support for Windows/Mac operating systems, Microsoft Office Suite, and mobile devices.
• Collaborate with IT teams to resolve issues and ensure service level agreements (SLAs) are met.
• Adhere to security policies to maintain system integrity.

Qualifications:

• Education: Bachelor's degree in IT or related field, or equivalent experience.
• Experience:
• 2+ years in customer service (phone/face-to-face support).
• 1+ year supporting Windows 10/11, Mac OSX, Active Directory, and Microsoft Office 365.
• Skills: Strong troubleshooting, communication, and customer service skills.
• Certifications: Microsoft (MCP, Windows 10), CompTIA A+ (preferred).

Pay: $ $28.00 per hour

Expected hours: 40.0 per week

Work Location: In person