Helpdesk Specialist Journeyman

TITLE: Helpdesk Specialist Journeyman

LOCATION: Washington DC

MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 10 years

INTERVIEWS: Webcam interview

Job Description:

A client is looking for someone with 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:

· 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 the operation of the help desk and serves as a 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 problems.

· Simulates or recreates user problems to resolve operating difficulties.

· Recommends system modifications to reduce user problems. Make recommendations for improvements to security, scalability, manageability, and performance across a wide variety of network, storage, compute, and mid-tier technologies.

· Perform routine administration duties for the maintenance of students' records.

Skills:

· configuring system hardware/software in an enterprise environment. Required 6 Years

· 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. Required

· Experience managing service requests for IT support in ServiceNow 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