Helpdesk Specialist Journeyman

Job Description:

Short Description: Client helps is looking to add to its DCPS 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 DC.

Complete Description:

client helps is looking to add to its DCPS DC 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 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.

Skills Matrix:

· 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 2 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