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Serigor Inc

Helpdesk Specialist Journeyman (ONSITE)

Serigor Inc, Washington, District of Columbia, us, 20022


Job Title:

Helpdesk Specialist Journeyman (ONSITE)Location:

Washington, DCDuration:

12 Months+

Job Description:

Service/Incidents requests within the agency's Service Level AgreementsAdhere to all Enterprise-wide security policies related to security and integrity of Districtowned ResourcesProvide 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 toolsLog and route service requests and incidents in an incident management system.Provide a high level of customer service to end users on a daily basisProvide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applicationsTroubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tabletsCollaborate with the IT leadership team to test and implement cost effective technology for DistrictMaintain service level agreements related to Desk Side support Service/Incident requestsWork with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

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.

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.

Skills:Skills

Required / Desired

Amount

of Experience

6-10 yrs installing and configuring system hardware/software in an enterprise environment

Required

6

Years

6-10 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

10

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

6

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#J-18808-Ljbffr