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Helpdesk Specialist Journeyman
4 months ago
**TITLE**:Helpdesk Specialist Journeyman
**LOCATION**:Washington DC
**MINIMUM EDUCATION**: Bachelor’s degree in IT, related field, or equivalent experience.
**REQUIRED EXPERIENCE**:10 years
**INTERVIEWS**: Webcam interview
A client is looking for someone with 6-10 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be comfortable with getting around DC
**Complete Description**:
- 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 the operation of the help desk and serves as a 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 system modifications to reduce user problems. Make recommendations for improvements to security, scalability, manageability, and performance across a wide variety of network, storage, compute, and mid-tier technologies.
- Perform routine administration duties for the maintenance of students' records.
**Skills**:
- configuring system hardware/software in an enterprise environment. **Required 6 Years**:
- Installing operating system Required (OS) patches and upgrades. **Required 6 Years**:
- Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X). **Required 3 Years**:
- Bachelor’s degree in IT or related field or equivalent experience. **Required 10 Years**:
- Experience using an endpoint management tool to provide remote support. **Required 3 Years**:
- Strong Customer Service Skills. **Required 3 Years**:
- Experience providing administrative support in an IT environment. **Required 6 Years**:
- Proficient time management skills Required and detail-oriented organizational skills. **Required 6 Years**:
- Microsoft Certifications: MCP. **Required**:
- Experience managing service requests for IT support in ServiceNow or a similar ITSM platform. **Required 3 Years**:
- Expertise in troubleshooting hardware-related issues. **Required 6 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 2 Years
