Help Desk Specialist

2 weeks ago

Washington, DC, United States ASPEN OF DC INC Full time
ADC Management Solutions is seeking to hire Help Desk Specialist (Tier I-III) for an ongoing contractual opportunity

As a small woman owned business, located in Washington, DC we offer IT consulting and administrative solutions to Government and Commercial Clients. This position offers great flexibility and compensation; solid benefits package and an opportunity to advance quickly If your skills align with the role, we want to hear from you

Job Responsibilities:
• Handles inquiries from users for multiple applications. Performs basic user-problem analyses for the help desk.
• Assesses the customers' issue, performs initial triage, documents the problem, etc.
• Creates incident reports and ensures the customer contract information is accurate and complete.
• Performs basic user-problem analyses for the help desk
• Assists with monitoring the network management systems and promptly respond to customer requests and issues
• Coordinates efforts with staff associates to resolve problems; logs and tracks requests for assistance related to the application etc.
• Assists in conducting periodic user satisfaction surveys and tracking user problem trends
• Contributes to the preparation of procedure manuals and documentation for help desk use as well as other duties assigned.

Qualifications:
  • Answer calls in a dynamic IT operations environment, supporting multiple agencies.
  • 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 select and implement cost-effective technology for District
  • Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
  • Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
  • Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources
  • Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential
  • Well-developed presentation, telephone and writing skills
  • Prior military experience or knowledge is helpful, but not required
  • Knowledge of ITIL framework and processes preferred
  • Ability to multi-task and must be able to work in a team environment.

Must be able to pass a criminal history information background check and fingerprinting.

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