Help Desk Specialist

This program requires US Citizenship or Green Card (Lawful Permanent Residents)100% Onsite and must be comfortable with getting around DC.Executive Summary: . The candidates should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users.Position Description:Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level AgreementsAdhere to all Enterprise-wide security policies related to the security and integrity of District-owned ResourcesAssist 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 systemProvide a high level of customer service to end users dailyProvide 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 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 the 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 incidentsPosition 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 help desk operation and is a focal point for customer concerns.Provides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Respond 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 applications development to restore service and identify and correct core problems.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 Matrix:Skill | Required / Desired | Years of Experience6 yrs installing and configuring system hardware/software in an enterprise environment | Required | 66 yrs installing operating system Required (OS) patches and upgrades | Required | 6Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3Bachelor's degree in IT or related field or equivalent experience | Required | 6Experience using an endpoint management tool to provide remote support | Required | 3Strong Customer Service Skills | Required | 3Experience providing administrative support in an IT environment | Required | 6Proficient time management skills Required and detail oriented organizational skills | Required | 5Microsoft Certifications: MCP | DesiredExperience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3Expertise in troubleshooting hardware related issues | Required | 6Expertise in troubleshooting complex software related issues | Required | 3Can demonstrate experience making nontechnical users comfortable with complex technology concepts | Required | 3Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 2Benefits (Regular, Full Time Employees):

Medical, Dental, and Vision offeringsWeekly Direct DepositPaid Holidays and Personal Time Off401(k) with matchVoluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coveragesPre-Paid Legal and Employee Assistance ProgramsNorthwest Federal Credit Union MembershipBB&T @ Work Program

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans