Deskside Support Specialist Journeyman

Job Description:

Short Description: 6 years of experience. Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tablets and mobile phones. Onsite and will need to be comfortable with getting around DC.

Complete Description:

Responsibilities:

· Provides support for the implementation, configuration, deployment and support of systems, including, but not limited to client computing devices and servers.

· Creates, analyzes, reports, converts, or transfers data, using specialized applications or web-based platforms.

· Accurately tracks all service requests, incidents and change requests in client ITSM platform.

· Provides desktop support both remote and/or deskside using client designated tools for technical support.

· Ability to demonstrate strong communication skills both written and verbal.

· Minimum Education/Certification Requirements:

· CompTIA A+ or equivalent or higher

· Resolve technical issues and closing out assigned.

· 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 Matrix:

· Bachelor's degree in IT or related field or equivalent experience such as CompTIA A+. Required 10 Years

· Installs and configures computer devices such as Windows and Apple desktop endpoints as well as tablets. Required 6 Years

· Accurately tracks all service requests, incidents and change requests in ITSM platform. Required 6 Years

· Provide desktop support both remote and/or deskside using designated tools for technical support. Required 6 Years

· Works closely with engineers, developers to troubleshoot issues that impact desktop, network and application layers operations. Required 3 Years

· Strong Customer Service Skills. Required 4 Years

· Experience providing administrative support in an IT environment. Required 4 Years

· Proficient time management skills Required and detail oriented organizational skills. Required 4 Years

· Comprehensive knowledge of Office 365 services to include: Sharepoint, OneDrive, OneNote, Teams. Required 3 Years

· Must be open to cross-training and have flexibility in duties as assigned. Required

· Expertise in troubleshooting hardware related issues. Required 4 Years

· Expertise in troubleshooting complex software related issues. Required 3 Years

· Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 4 Years

· Skilled with Active Directory. Required 2 Years