Helpdesk Specialist Journeyman MCP

Job Description:

Short Description:

Client helps is looking to add to its DCPS Technical Support. The candidate should have 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:

Job Responsibilities:

· 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:

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

Required 6 Years

· 6 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 6 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 5 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