Helpdesk Specialist Journeyman

· 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.

The candidate should have 6-10years 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. Employment type: Contract w2/1099/C2C, 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., · Bachelor’s degree in IT or related field or equivalent experience. Required 10 Years · Providing second-tier support to end users, server, or mainframe apps/hardware. Required 6 Years · Strong Customer Service Skills. Required 6 Years · Expertise in troubleshooting complex software related issues. Required 6 Years · Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 6 Years · Knowledge of Microsoft Office Suite. Required 5 Years · Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X). Highly desired 5 Years · Diagnosing and resolving end user computer/computer peripherals problems. Highly desired 5 Years · Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired 5 Years