Overview
On Site
$20 - $30
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 1 Year(s)
Skills
Computer Hardware
MCP
Microsoft Office Suite
Office 365
ITSM platform
operating system
Windows 10
Job Details
TITLE: Helpdesk Specialist Journeyman
LOCATION: Washington DC
MINIMUM EDUCATION: Bachelor s degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 6+ years
INTERVIEWS: In Person
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.
Complete Description:
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.
Skills:
- Bachelor s degree in IT or related field or equivalent experience Required 10 Years
- Installing and configuring system hardware/software in an enterprise environment Required 6 Years
- Installing operating system Required (OS) patches and upgrades Required 6 Years
- Proficient time management skills Required and detail oriented organizational skills Required 6 Years
- Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) Required 3 Years
- Experience using an endpoint management tool to provide remote support Required 3 Years
- Strong Customer Service Skills Required 3 Years
- Experience managing service requests for IT support in ServiceNow or a similar ITSM platform Required 3 Years
- Expertise in troubleshooting hardware related issues Required 3 Years
- Expertise in troubleshooting complex software related issues Required 3 Years
- Can demonstrate experience making nontechnical users comfortable with complex technology concepts Required 3 Years
- Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Required 3 Years
- Microsoft Certifications: MCP Highly Desired
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.