Job Title:Helpdesk Specialist Journeyman (ONSITE)
Location: Washington DC
Duration: 12 Months
Job Description:
* Service/Incidents requests within the agencysService Level Agreements
* Adhere to allEnterprisewide security policies related to security and integrityof Districtowned Resources
* Provide assistancewith installation operation and maintenance of Districtowneddesktop software including operating systems (both Windows andApple) offtheshelf products (e.g. Microsoft Office Project VisioOutlook) and endpoint management tools
* Log androute service requests and incidents in an incident managementsystem.
* Provide a high level of customerservice to end users on a daily basis
* Providetechnical expertise related to Microsoft Products such as MicrosoftOffice Windows operating systems as well as other related Microsoftapplications
* Troubleshoot issues related toagency specific applications and web applications vii. Providetechnical support for mobile devices such as iPads iPhones Androiddevices and tablets
* Collaborate with the ITleadership team to test and implement cost effective technology forDistrict
* Maintain service level agreementsrelated to Desk Side support Service/Incident requests
* Work with other technical teams to coordinate multitieredtechnical support for outages widespread securityincidents.
Responsibilities:
* Responds to and diagnoses problems through discussionwith users.
* Ensures a timely process throughwhich problems are controlled including problem recognitionresearch isolation resolution and followup steps.
* Supervises operation of help desk and serves as focalpoint for customer concerns.
* Provides supportto end users on a variety of issues.
* Identifies researches and resolves technicalproblems.
* Responds to telephone calls emailsand personnel requests for technical support.
* Documents tracks and monitors the problem to ensure atimely resolution.
* Provides secondtier supportto end users for either PC server or mainframe applications orhardware.
* Interacts with network servicessoftware systems engineering and/or applications development torestore service and/or identify and correct coreproblem.
* Simulates or recreates user problemsto resolve operating difficulties.
* Recommendssystems modifications to reduce user problems.
MinimumEducation/Certification Requirements:
* Bachelors degree in IT or related field orequivalent experience; IT related certifications (CompTIA orequivalent) or equivalent work experience.
Skills:
Skills
Required / Desired
Amount
ofExperience
610 yrs installing and configuring systemhardware/software in an enterprise environment
Required
6
Years
610 yrs installing operating system Required(OS) patches and upgrades
Required
6
Years
Expertise in supporting desktop operatingsystems (Windows 10 Mac OSX 10.10.X)
Required
3
Years
Bachelors degree in IT or related field orequivalent experience
Required
10
Years
Experience using an endpoint management tool toprovide remote support
Required
3
Years
Strong Customer Service Skills
Required
3
Years
Experience providing administrative support inan IT environment
Required
6
Years
Proficient time management skills Required anddetail oriented organizational skills
Required
6
Years
Microsoft Certifications: MCP
Desired
Experience managing service requests for IT support inServiiceNow or a similar ITSM platform
Required
3
Years
Expertise in troubleshooting hardware relatedissues
Required
6
Years
Expertise in troubleshooting complex softwarerelated issues
Required
3
Years
Can demonstrate experience making nontechnicalusers comfortable with complex technology concepts
Required
3
Years
Knowledge of Microsoft Office Suite (Office2010 and Office 365)
Required
2
Years