Help Desk Specialist

6 days ago

Washington, United States ABBTECH Professional Resources Full time

This program requires US Citizenship or Green Card (Lawful Permanent Residents)
100% Onsite and must be comfortable with getting around DC.

Executive Summary: . The candidates should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users.

Position Description:

  • Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements
  • Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources
  • Assist 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 daily
  • 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 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 the 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

Position 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 help desk operation and is a focal point for customer concerns.
  4. Provides support to end users on a variety of issues.
  5. Identifies, researches, and resolves technical problems.
  6. Respond 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 applications development to restore service and identify and correct core problems.
  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.

Skills Matrix:

Skill | Required / Desired | Years of Experience

6 yrs installing and configuring system hardware/software in an enterprise environment | Required | 6

6 yrs installing operating system Required (OS) patches and upgrades | Required | 6

Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3

Bachelor's degree in IT or related field or equivalent experience | Required | 6

Experience using an endpoint management tool to provide remote support | Required | 3

Strong Customer Service Skills | Required | 3

Experience providing administrative support in an IT environment | Required | 6

Proficient time management skills Required and detail oriented organizational skills | Required | 5

Microsoft Certifications: MCP | Desired

Experience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3

Expertise in troubleshooting hardware related issues | Required | 6

Expertise in troubleshooting complex software related issues | Required | 3

Can demonstrate experience making nontechnical users comfortable with complex technology concepts | Required | 3

Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 2

  • Benefits (Regular, Full Time Employees):
    1. Medical, Dental, and Vision offerings
    2. Weekly Direct Deposit
    3. Paid Holidays and Personal Time Off
    4. 401(k) with match
    5. Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
    6. Pre-Paid Legal and Employee Assistance Programs
    7. Northwest Federal Credit Union Membership
    8. BB&T @ Work Program

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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