Helpdesk Specialist

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.

Bachelor’s degree in IT or related field or equivalent experience 4 Installing and configuring system hardware/software in an enterprise environment 6 Installing operating system Required (OS) patches and upgrades 6 Proficient time management skills Required and detail oriented organizational skills 6 Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) 3 Experience using an endpoint management tool to provide remote support 3 Strong Customer Service Skills 3 Experience managing service requests for IT support in ServiceNow or a similar ITSM platform 3 Expertise in troubleshooting hardware related issues 2 Expertise in troubleshooting complex software related issues 3 Can demonstrate experience making nontechnical users comfortable with complex technology concepts 3 Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) 3 Microsoft Certifications: MCP Highly Desired