Helpdesk Specialist Journeyman (ONSITE)

Job Title: Helpdesk Specialist Journeyman (ONSITE)

Location: Washington, DC

Duration: 12 Months+

The Client is looking to add to its client 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 client.

Roles and Responsibilities Include:

1. Resolve technical issues and closing out assigned.
2. Service/Incidents requests within the agency's Service Level Agreements.
3. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources.
4. 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.
5. Log and route service requests and incidents in an incident management system.
6. Provide a high level of customer service to end users on a daily basis.
7. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.
8. Troubleshoot issues related to agency specific applications and web applications.
9. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets.
10. Collaborate with the IT leadership team to test and implement cost effective technology for District.
11. Maintain service level agreements related to Desk Side support Service/Incident requests.
12. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

Skills:

SkillsRequired / DesiredAmountof ExperienceBachelor’s degree in IT or related field or equivalent experienceRequired10YearsInstalling and configuring system hardware/software in an enterprise environmentRequired6YearsInstalling operating system (OS) patches and upgradesRequired6YearsProficient time management skills and detail oriented organizational skillsRequired6YearsExpertise in supporting desktop operating systems (Windows 10, Mac OSX 10.10.X)Required3YearsExperience using an endpoint management tool to provide remote supportRequired3YearsStrong Customer Service SkillsRequired3YearsExperience managing service requests for IT support in ServiceNow or a similar ITSM platformRequired3YearsExpertise in troubleshooting hardware related issuesRequired2YearsExpertise in troubleshooting complex software related issuesRequired3YearsCan demonstrate experience making nontechnical users comfortable with complex technology conceptsRequired3YearsKnowledge of Microsoft Office Suite (Office 2010+ and Office 365)Required3YearsMicrosoft Certifications: MCPHighly desired #J-18808-Ljbffr