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Helpdesk Specialist

1 month ago

Washington, United States NextGen Solutions Corp Full time

We are looking for a **Helpdesk Specialist Journeyman (Min 6+ Yrs. Exp) ONSITE (Webcam Interview)**.

**DIRECT CLIENT Position**

**Number of positions: 1**

**Length: 9-21Months+**

**Work Address: Washington DC 20003**

**Immediate interviews - (Webcam Interview)**

Please Note this position is 100% ONSITE

**Resolve technical issues and closing out assigned**

I. Service/Incidents requests within the agency's Service Level Agreements

II. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources.

III. 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

IV. Log and route service requests and incidents in an incident management system.

VII. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

VIII. Collaborate with the IT leadership team to test and implement cost effective technology for District

IX. Maintain service level agreements related to Desk Side support Service/Incident requests

X. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

**JOB DESCRIPTION**

**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.

7. Documents, tracks, and monitors the problem to ensure a timely resolution.

10. Simulates or recreates user problems to resolve operating difficulties.

11. Recommends systems modifications to reduce user problems.

**Minimum Education/Certification Requirements**:
Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.

**Job Types**: Full-time, Contract

Pay: $25.00 - $30.00 per hour

Experience level:

- 6 years

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Knowledge of MS Office Suite (Office 2010+ and Office 365): 5 years (preferred)
- installing and configuring system hardware/software: 10 years (required)
- installing Required (OS) patches and upgrades: 10 years (required)
- supporting desktop OS (Windows 10 Mac OSX 10.10.X): 5 years (required)
- Bachelor’s degree in IT/related field/equivalent: 10 years (required)
- endpoint management tool to provide remote support: 5 years (required)
- Strong Customer Service Skills: 5 years (required)
- providing administrative support in an IT environment: 10 years (required)
- Proficient time management skills: 10 years (required)
- Microsoft Certifications: MCP: 10 years (required)
- managing service req for IT support in ServiiceNow orsimilar: 5 years (required)
- troubleshooting hardware&software related issues: 10 years (required)

Work Location: In person

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