Helpdesk Specialist Journeyman
1 day ago
Location: OCTO - 200 I Street, SE Washington DC 20003
100% Onsite and will need to be able to travel around DC.
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 operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds 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/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.
Skill
Required / Desired
Amount
of Experience
Bachelor's degree in IT or related field or equivalent experience
Required
10
Years
Installing and configuring system hardware/software in an enterprise environment
Required
6
Years
Proficient time management skills Required and detail oriented organizational skills
Required
6
Years
Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)
Required
6
Years
Experience using an endpoint management tool to provide remote support
Required
3
Years
Strong Customer Service Skills
Required
3
Years
Experience managing service requests for IT support in ServiceNow or a similar ITSM platform
Required
3
Years
Expertise in troubleshooting hardware related issues
Required
3
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 365)
Required
3
Years
Microsoft Certifications: MCP
Highly desired
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