Helpdesk Specialist Journeyman

2 weeks ago

Washington, United States AHU Technologies Inc Full time
Job Description:

At AHU Technologies Inc, we are seeking a highly skilled Helpdesk Specialist Journeyman to join our team. The ideal candidate will have 6-10 years of experience in technical support and will be responsible for responding to and diagnosing problems through discussion with users.

Key Responsibilities:
  • Service/Incident 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 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.
  • 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.
Requirements:
  • 6 yrs installing and configuring system hardware/software in an enterprise environment.
  • Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X).
  • Bachelor's degree in IT or related field or equivalent experience.
  • Experience using an endpoint management tool to provide remote support.
  • Strong Customer Service Skills.
  • Experience providing administrative support in an IT environment.
  • Proficient time management skills and detail oriented organizational skills.
  • Microsoft Certifications: MCP. Desired.
  • Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform.
  • Expertise in troubleshooting hardware related issues.
  • Expertise in troubleshooting complex software related issues.
  • Can demonstrate experience making nontechnical users comfortable with complex technology concepts.
  • Knowledge of Microsoft Office Suite (Office 2010+ and Office 365).

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