Helpdesk Specialist

Job Summary The OCTO - DCPS Helpdesk Specialist Journeyman provides technical support for the DC Public Schools (DCPS) technology environment. This role involves diagnosing and resolving technical issues through direct interaction with users, supporting both Windows and Apple operating systems, Microsoft applications, and mobile devices. The position requires 6-10 years of experience and is fully onsite with travel around DC. Responsibilities Respond to and diagnose technical problems through user discussions. Resolve technical issues and close out assigned service and incident requests within established Service Level Agreements. Adhere to enterprise-wide security policies to maintain the integrity of District-owned resources. Assist with installation, operation, and maintenance of desktop software including Windows, Mac OSX, Microsoft Office Suite, and endpoint management tools. Log and route service requests and incidents using an incident management system. Provide high-level customer service to end users daily. Offer technical expertise related to Microsoft products and other agency-specific and web applications. Support mobile devices such as iPads, iPhones, Android devices, and tablets. Collaborate with IT leadership to test and implement cost-effective technology solutions. Maintain service level agreements related to desk-side support and incident requests. Coordinate with other technical teams for multi-tiered support during outages and security incidents. Required Skills & Certifications Bachelor's degree in IT or related field, or equivalent experience. Minimum of 10 years of relevant experience. At least 6 years providing second-tier support for end users, servers, or mainframe apps/hardware. Strong customer service skills with ability to simplify complex technology for nontechnical users. Expertise in troubleshooting complex software issues. Proficient knowledge of Microsoft Office Suite. Preferred Skills & Certifications Experience supporting desktop operating systems such as Windows 11 and Mac OSX 10.10.x. Ability to diagnose and resolve end user computer and peripheral problems. Experience documenting, tracking, and monitoring technical issues for end users, servers, or hardware. Special Considerations Position is 100% onsite with mandatory travel around Washington, DC. Strict adherence to District security policies is required. Absences greater than two weeks require prior approval and must provide reachable contact information. Compliance with client terms and conditions including no reimbursable expenses and hourly rate limits is mandatory. Scheduling Full-time, onsite work schedule. Work location primarily at 200 I St. SE, Washington, DC. #J-18808-Ljbffr