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Helpdesk Specialist Journeyman
2 weeks ago
We are looking for an **OCTO -DCPS Helpdesk Specialist Journeyman (Webcam Interview)**.
**DIRECT CLIENT Position**
**Length: 9-21Months+**
**Work Address: OCTO - 200 I Street, SE Washington DC 20003**
**Immediate interviews - (Webcam Interview)**
Please Note this position is 100% ONSITE.
**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 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 and widespread security incidents.
**Responsibilities**:
- Responds to and diagnoses problems through discussion with users.
- Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervises operation of help desk and serves as focal point for customer concerns.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Simulates or recreates user problems to resolve operating difficulties.
- 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 Type**: Contract
Pay: $25.00 - $30.00 per hour
Experience level:
- 11+ years
Schedule:
- 8 hour shift
- Monday to Friday
**Experience**:
- Help desk: 1 year (preferred)
- Windows: 1 year (preferred)
Ability to Commute:
- Washington, DC 20003 (required)
Ability to Relocate:
- Washington, DC 20003: Relocate before starting work (required)
Work Location: In person
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