Help Desk Specialist

• Job Title:Help Desk Specialist
• Location: 200 I Street SE - DC
• Job Type: Onsite
• Contract Length: 8 months Contract + Extension
• Pay-Rate- $35/Hr

Responsibilities:
1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Supervises operation of Help Desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.

Job Type: Contract

Pay: $35.00 per hour

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• installing and configuring system hardware/software: 6 years (Required)
• installing operating system patches and upgrades: 6 years (Required)
• operating systems (Windows 10 Mac OSX 10.10.X): 3 years (Required)
• endpoint management tool to provide remote support: 3 years (Required)
• Customer Service , troubleshooting hardware related issues: 3 years (Required)
• IT support in ServiiceNow or a similar ITSM platform: 3 years (Required)
• Microsoft Office Suite (Office 2010+ and Office 365): 2 years (Preferred)

License/Certification:

• U.S Citizenship or Green Card (Required)
• Microsoft Certifications: MCP (Required)
• CompTIA (Required)

Ability to Commute:

• Washington, DC 20003 (Required)

Ability to Relocate:

• Washington, DC 20003: Relocate before starting work (Required)

Work Location: In person