Service / Help Desk / Technical Support

Job Description
Job Description 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.

• 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