Helpdesk Specialist - Washington, United States - SOFTMAX

Description

Job Description

Job DescriptionThe 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.

Responsibilities:

• 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.

Skills:

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