Job Description

Job Title: Helpdesk Specialist Journeyman (ONSITE)
Location: Washington, DC
Duration: 12 Months+

Job Description:
The Client is looking to add to its client Public School 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 client.

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.

Skills:

 

Skills	Required / Desired	Amount	of Experience
Bachelor’s degree in IT or related field or equivalent experience	Required	10	Years
Installing and configuring system hardware/software in an enterprise environment	Required	6	Years
Installing operating system Required (OS) patches and upgrades	Required	6	Years
Proficient time management skills Required and detail oriented organizational skills	Required	6	Years
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)	Required	3	Years
Experience using an endpoint management tool to provide remote support	Required	3	Years
Strong Customer Service Skills	Required	3	Years
Experience managing service requests for IT support in ServiceNow or a similar ITSM platform	Required	3	Years
Expertise in troubleshooting hardware related issues	Required	2	Years
Expertise in troubleshooting complex software related issues	Required	3	Years
Can demonstrate experience making nontechnical users comfortable with complex technology concepts	Required	3	Years
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)	Required	3	Years
Microsoft Certifications: MCP	Highly desired

Job Tags

Contract work,

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