Helpdesk Specialist

4 weeks ago

Washington, United States The Midtown Group Full time
Job DescriptionJob Description

Our client is hiring a Helpdesk Specialist in Washington DC with 6+ years of experience for $26/hour (W2).Because this is a federal position you MUST be a US Citizen or Green Card holder to be eligible. You will be 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.

Responsibilities:

  1. Responds to and diagnoses problems through discussion with users.
  2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
  3. Supervises operation of help desk and serves as focal point for customer concerns.
  4. Provides support to end users on a variety of issues.
  5. Identifies, researches, and resolves technical problems.
  6. Responds to telephone calls, emails, and personnel requests for technical support.
  7. Documents, tracks, and monitors the problem to ensure a timely resolution.
  8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  10. Simulates or recreates user problems to resolve operating difficulties.
  11. Recommends systems modifications to reduce user problems.

Requirements:

  • 6-10 years installing and configuring system hardware/software in an enterprise environment
  • 6-10 years installing operating system requires (OS) patches and upgrades
  • 3 years of expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)
  • Bachelor's degree in IT or 10 years of experience
  • 3 years of experience using an endpoint management tool to provide remote support
  • 3 years of experience exemplifying strong customer service skills
  • 6 years of experience exemplifying detail oriented organizational skills
  • (Desired) Microsoft Certification: MCP
  • 3 years of experience managing service requests for IT support in ServiceNow or a similar ITSM platform
  • 6 years of expertise in troubleshooting hardware related issues
  • 3 years of expertise in troubleshooting complex software related issues
  • 3 years of demonstrable experience making nontechnical users comfortable with complex technology concepts
  • 2 years of knowledge of Microsoft Office Suite (Office 2010+ and Office 365)
Company DescriptionOur client has a great internal culture, and they are a company you can grow with

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