OCTO - DCPS Helpdesk Specialist Journeyman

Collaboredge Inc.

6d•Onsite

About The Position

OCTO Helps is looking to add to its DCPS DC Public School Technical Support team. 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 able to travel around DC.

Requirements

Bachelor’s degree in IT or related field or equivalent experience
Providing second-tier support to end users, server, or mainframe apps/hardware
Strong Customer Service Skills
Expertise in troubleshooting complex software related issues
Can demonstrate experience making nontechnical users comfortable with complex technology concepts
Knowledge of Microsoft Office Suite

Nice To Haves

Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)
Diagnosing and resolving end user computer/computer peripherals problems
Documenting, tracking, and monitoring end user, server, or hardware problems

Responsibilities

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.