Help Desk/ Technical Support

Hi,

Please let me know your interest in the below position

Role: Help Desk/ Technical Support

Location: Washington, DC (DC Metro)

Duration: 12+ months

Pay rate: $25/hr on W2

Job ID: OCTO - Helpdesk Specialist Entry

Client: State of DC Agency: OCTO
Hybrid position - local candidates only

Description:

The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:

Work Arrangement / Schedule
3 days Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts
Sunday: 9 AM - 6 PM: 1 Day every other week 8 hrs

Roles and Responsibilities

• Answer calls in a dynamic IT operations environment, supporting multiple agencies
• Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
• Log and route service requests and incidents in an incident management system
• Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
• 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 select and implement cost-effective technology for District
• Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
• Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
• Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Required Skills

• Bachelor's degree in IT or related field or equivalent experience
• Customer service support experience in either a face to face or phone support role.
• Excellent written and verbal communication skills in a professional setting
• Provide technical support to computer system users by telephone, email, and etc.
• Maintain computers, systems, and printers in a professional setting
• Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)
• Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)
• Experience providing technical support in a call center environment where the candidate received multiple calls at once.
• Provide customer-oriented results and build an efficient end-user support environment.
• Experience with basic Active Directory functions such as