IT Support Specialist

2 weeks ago


Washington, Washington, D.C., United States Serigor Inc. Full time
Job Overview

Position: Helpdesk Specialist Journeyman
Company: Serigor Inc.
Type: Onsite Support

Role Summary:

The Helpdesk Specialist Journeyman will be responsible for delivering exceptional technical support to end users, ensuring that all service requests and incidents are managed effectively and efficiently. This role requires a strong commitment to customer service and adherence to established security protocols.

Key Responsibilities:
  • Manage and resolve service requests in accordance with the agency's Service Level Agreements.
  • Ensure compliance with all security policies to protect District-owned resources.
  • Assist in the installation, operation, and maintenance of desktop software and operating systems, including both Windows and Apple environments.
  • Log and categorize service requests and incidents within the incident management system.
  • Deliver high-quality customer service to end users on a daily basis.
  • Provide technical support for Microsoft products and troubleshoot issues related to agency-specific applications.
  • Support mobile devices, including tablets and smartphones.
  • Collaborate with IT leadership to evaluate and implement cost-effective technology solutions.
  • Maintain service level agreements for desk-side support services.
  • Coordinate with technical teams to address outages and security incidents.
Qualifications:
  • Bachelor's degree in Information Technology or a related field, or equivalent experience.
  • IT-related certifications (e.g., CompTIA) are preferred.
Required Skills:
  • 6-10 years of experience in installing and configuring system hardware and software in an enterprise environment.
  • Proficient in installing operating system patches and upgrades.
  • Expertise in supporting desktop operating systems, including Windows 10 and Mac OSX.
  • Strong customer service skills and experience in an IT support role.
  • Experience with endpoint management tools for remote support.
  • Excellent time management and organizational skills.
  • Knowledge of Microsoft Office Suite (Office 2010+ and Office 365).

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