TITLE: Helpdesk Specialist Journeyman

LOCATION: Washington, DC/ Onsite

Employment type: Contract w2/1099/C2C

MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 16 years

INTERVIEWS: In Person

Job Description:

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.

Employment type: Contract w2/1099/C2C

Complete Description:

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.

Skills:

· Bachelor’s degree in IT or related field or equivalent experience. Required 10 Years

· Providing second-tier support to end users, server, or mainframe apps/hardware. Required 6 Years

· Strong Customer Service Skills. Required 6 Years

· Expertise in troubleshooting complex software related issues. Required 6 Years

· Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 6 Years

· Knowledge of Microsoft Office Suite. Required 5 Years

· Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X). Highly desired 5 Years

· Diagnosing and resolving end user computer/computer peripherals problems. Highly desired 5 Years

· Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired 5 Years