Helpdesk Specialist Journeyman

Job Description:Short Description: Client Helps is looking to add to its DCPS 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.Complete Description:Client helps is looking to add to its DCPS DC Public School 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 (bothWindows 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.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.Skills Matrix:Installing and configuring system hardware/software in an enterprise environment. Required 6 YearsProficient time management skills Required and detail oriented organizational skills. Required 6 YearsExpertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X). Required 6 YearsExperience using an endpoint management tool to provide remote support. Required 3 YearsStrong Customer Service Skills. Required 3 YearsExperience managing service requests for IT support in ServiceNow or a similar ITSM platform. Required 3 YearsExpertise in troubleshooting hardware related issues. Required 3 YearsExpertise in troubleshooting complex software related issues. Required 3 YearsCan demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 3 YearsMicrosoft Certifications: MCP. Highly desired #J-18808-Ljbffr AHU Technologies