AHU Technologies Inc is hiring: Helpdesk Specialist Entry Level in Washington

Role: Helpdesk Support Entry Level

Job Description:

Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements.

1. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources.
2. 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.
3. Log and route service requests and incidents in an incident management system.
4. Provide a high level of customer service to end users on a daily basis.
5. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications.
6. Troubleshoot issues related to agency-specific applications and web applications.
7. Provide technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets.
8. Collaborate with the IT leadership team to test and implement cost-effective technology for the District.
9. Maintain service level agreements related to Desk Side support Service/Incident requests.
10. Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.

Responsibilities:

• Respond to and diagnose problems through discussion with users.
• Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervise operation of the help desk and serve as the focal point for customer concerns.
• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Provide second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend 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.