Helpdesk Specialist - Washington, United States - The Midtown Group

The Midtown Group Washington, United States

3 weeks ago

Description

Job Description

Our 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:

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.

Requirements:

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)

Company Description

Our client has a great internal culture, and they are a company you can grow with

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