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Helpdesk Specialist Journeyman

2 weeks ago

Washington, Washington, D.C., United States AHU Technologies Full time

Job Description:

Short Description:

Client is looking to add to its Client Technical Support team. The candidate should have 6-10years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.

Complete Description:

Client is looking to add to its Client Technical Support team. The candidate should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.

Roles and Responsibilities Include:

  • Resolve technical issues and closing out assigned.
  • Service/Incidents 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.

Technical Skills:

  • Bachelor's degree in IT or related field or equivalent experience.

  • Providing second-tier support to end users, server, or mainframe apps/hardware.

  • Strong Customer Service Skills.

  • Expertise in troubleshooting complex software related issues.

  • Can demonstrate experience making nontechnical users comfortable with complex technology concepts.

  • Knowledge of Microsoft Office Suite.

  • Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)

  • Diagnosing and resolving end user computer/computer peripherals problems.

  • Documenting, tracking, and monitoring end user, server, or hardware problems.