Helpdesk Specialist Journeyman

2 weeks ago

Washington, United States Serigor Inc Full time
Helpdesk Specialist Journeyman (ONSITE)
Location: Washington, DC
Duration: 12 Months+

Job Description:
  • Service/Incidents requests within the agency's Service Level Agreements
  • Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned 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 vii. 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.

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.
  • Responds to telephone calls, emails, and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • 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.

Skills:
  Skills Required / Desired Amount of Experience 6-10 yrs installing and configuring system hardware/software in an enterprise environment Required 6 Years 6-10 yrs 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 Desired Experience managing service requests for IT support in ServiiceNow 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

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