Helpdesk Specialist Journeyman

We are looking for a Helpdesk Specialist Journeyman 100% ONSITE (Webcam Interview).

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 1

Length: 7-19 Months+

Work Address: OCTO - 200 I Street, SE Washington DC 20003

Immediate interviews – (Webcam Interview)

Please Note this position is 100% ONSITE.

OCTO 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.

Description

· 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 daily.

· Troubleshoot issues related to agency specific applications and web applications.

· Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. 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.

· Provide technical expertise related to Microsoft Products, such as Microsoft Office, and Windows operating systems, as well as other related Microsoft applications.

· Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.

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 problems.

· Simulates or recreates user problems to resolve operating difficulties.

· 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 Types: Full-time, Contract

Salary: $25.00 - $30.00 per hour

Experience level:

• 11+ years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

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

Work Location: In person