Helpdesk Specialist - Washington, United States - NextGen Solutions Corp
Description
We are looking for aHelpdesk Specialist Journeyman (Min 6+ Yrs. Exp) ONSITE (Webcam Interview).
DIRECT CLIENT Position
Number of positions: 1
Length: 9-21Months+
Work Address:
Washington DC 20003
Immediate interviews - (Webcam Interview)
Please Note this position is 100% ONSITE
Resolve technical issues and closing out assigned
I. Service/Incidents requests within the agency's Service Level Agreements
II. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources.
III.
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 toolsIV. Log and route service requests and incidents in an incident management system.
VII. 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
IX. Maintain service level agreements related to Desk Side support Service/Incident requests
X. Work with other technical teams to coordinate multi-tiered technical support for outages, 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.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- 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
Pay:
$ $30.00 per hour
Experience level:
- 6 years
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Knowledge of MS Office Suite (Office 2010+ and Office 365): 5 years (preferred)
- installing Required (OS) patches and upgrades: 10 years (required)
- supporting desktop OS (Windows 10 Mac OSX 10.10.X): 5 years (required)
- Bachelor's degree in IT/related field/equivalent: 10 years (required)
Strong Customer Service Skills: 5 years (required)
- providing administrative support in an IT environment: 10 years (required)
- Proficient time management skills: 10 years (required)
- Microsoft Certifications:
MCP:
10 years (required)
- managing service req for IT support in ServiiceNow orsimilar: 5 years (required)
- troubleshooting hardware&software related issues: 10 years (required)
Work Location:
In person
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