Helpdesk Specialist / Desktop Support Specialist

Position Description:

Client: Public Sector

Job Title: Helpdesk Specialist / Desktop Support Specialist

Location: Washington, DC

Duration: 9+ Months

Interview: In Person

Work Mode: Onsite

Experience Level 10 Years

Education: Bachelor s Degree

Note: For this role, the client is seeking a consultant based in the DMV area who is comfortable working onsite.

Job 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.

Responsibilities:

• Resolve technical issues and close out the assigned.
• Service/Incident requests within the agency's Service Level Agreements.
• Adhere to all Enterprise-wide security policies related to the 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 the 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.

Mandatory Skills:

• Bachelor s degree in IT or related field or equivalent experience
• Providing second-tier support to end users, server, or mainframe apps/hardware
• Strong Customer Service Skills
• Expertise in troubleshooting complex software-related issues
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts
• Knowledge of Microsoft Office Suite.

Preferred Skills:

• Expertise in supporting desktop operating systems (Windows 11, macOS 10.10.X)
• Diagnosing and resolving end-user computer/computer peripherals problems
• Documenting, tracking, and monitoring end-user, server, or hardware problems.