Helpdesk Specialist Journeyman MCP

Job Description: Short Description: Client 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. Complete Description: Job Responsibilities: · 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. CONTRACT 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 problem. · Simulates or recreates user problems to resolve operating difficulties. · Recommends systems modifications to reduce user problems. Skills: · 6 yrs installing and configuring system hardware/software in an enterprise environment Required 6 Years · 6 yrs installing operating system Required (OS) patches and upgrades. Required 6 Years · Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) Required 3 Years · Bachelor’s degree in IT or related field or equivalent experience. Required 6 Years · Experience using an endpoint management tool to provide remote support. Required 3 Years · Strong Customer Service Skills. Required 3 Years · Experience providing administrative support in an IT environment. Required 6 Years · Proficient time management skills Required and detail oriented organizational skills Required 5 Years · Microsoft Certifications: MCP. Desired · Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform. Required 3 Years · Expertise in troubleshooting hardware related issues. Required 6 Years · Expertise in troubleshooting complex software related issues. Required 3 Years · Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 3 Years · Knowledge of Microsoft Office Suite (Office 2010 and Office 365). Required 2 Years