Benefits:

Timely payment

Work culture

Competitive salary

Location: 200 I Street SE 100 % onsite

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 comfortable with getting around DC.

Resolve technical issues and closing out assigned

Service/Incidents requests within the agency's Service Level Agreements ii. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources iii. 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 iv. Log and route service requests and incidents in an incident management system. v. Provide a high level of customer service to end users on a daily basis ix. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications vi. Troubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District viiii. Maintain service level agreements related to Desk Side support Service/Incident requests x. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

Skills:

6-10 yrs installing and configuring system hardware/software in an enterprise environment

6-10 yrs installing operating system Required (OS) patches and upgrades

3 yrs Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)

Bachelor’s degree in IT or related field or equivalent experience

3 yrs Experience using an endpoint management tool to provide remote support

3 yrs Strong Customer Service Skills

6 yrs Experience providing administrative support in an IT environment

6 yrs Proficient time management skills Required and detail oriented organizational skills

Microsoft Certifications: MCP - Desired

3 yrs Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform

6 yrs Expertise in troubleshooting hardware related issues

3 yrs Expertise in troubleshooting complex software related issues

3 yrs Can demonstrate experience making nontechnical users comfortable with complex technology concepts

2 yrs Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)