Helpdesk Specialist Journeyman/ MCP

AHU Technologies Inc

Helpdesk Specialist Journeyman/ MCP

Washington, DC
Full Time
Paid
  • Responsibilities

    Job Description:

    Short Description:

    Client helps is looking to add to its DCPS Technical Support. 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 comfortable with getting around DC.

    Complete Description:

    Job Responsibilities:

    · 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.

    CONTRACT JOB DESCRIPTION

    Responsibilities:

    · Responds to and diagnoses problems through discussion with users.

    · Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.

    · Supervises operation of help desk and serves as focal point for customer concerns.

    · Provides support to end users on a variety of issues.

    · Identifies, researches, and resolves technical problems.

    · Responds to telephone calls, emails, and personnel requests for technical support.

    · Documents, tracks, and monitors the problem to ensure a timely resolution.

    · Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

    · Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

    · Simulates or recreates user problems to resolve operating difficulties.

    · Recommends systems modifications to reduce user problems.

    Skills:

    · 6 yrs installing and configuring system hardware/software in an enterprise environment

    Required 6 Years

    · 6 yrs installing operating system Required (OS) patches and upgrades. Required 6 Years

    · Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)

    Required 3 Years

    · Bachelor’s degree in IT or related field or equivalent experience. Required 6 Years

    · Experience using an endpoint management tool to provide remote support. Required 3 Years

    · Strong Customer Service Skills. Required 3 Years

    · Experience providing administrative support in an IT environment. Required 6 Years

    · Proficient time management skills Required and detail oriented organizational skills

    Required 5 Years

    · Microsoft Certifications: MCP. Desired

    · Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform. Required 3 Years

    · Expertise in troubleshooting hardware related issues. Required 6 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 2 Years