- 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 problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- 6-10 years installing and configuring system hardware/software in an enterprise environment
- 6-10 years installing operating system requires (OS) patches and upgrades
- 3 years of expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)
- Bachelor's degree in IT or 10 years of experience
- 3 years of experience using an endpoint management tool to provide remote support
- 3 years of experience exemplifying strong customer service skills
- 6 years of experience exemplifying detail oriented organizational skills
- (Desired) Microsoft Certification: MCP
- 3 years of experience managing service requests for IT support in ServiceNow or a similar ITSM platform
- 6 years of expertise in troubleshooting hardware related issues
- 3 years of expertise in troubleshooting complex software related issues
- 3 years of demonstrable experience making nontechnical users comfortable with complex technology concepts
- 2 years of knowledge of Microsoft Office Suite (Office 2010+ and Office 365)
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Helpdesk Specialist - Washington, United States - The Midtown Group
Description
Job Description
Job DescriptionOur client is hiring a Helpdesk Specialist in Washington DC with 6+ years of experience for $26/hour (W2).Because this is a federal position you MUST be a US Citizen or Green Card holder to be eligible. You will be 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.
Responsibilities:
Requirements: