Tier 1 Help Desk Support

Advanced Network Consulting Inc•Washington, DC

1d•Onsite

About The Position

This is a 100% onsite Tier 1 Help Desk Support role that requires the ability to travel around Washington D.C. The position involves resolving technical issues and service/incident requests within the agency's Service Level Agreements, adhering to all enterprise-wide security policies, and providing assistance with the installation, operation, and maintenance of District-owned desktop software. Responsibilities also include logging and routing service requests, providing excellent customer service, offering technical expertise in Microsoft Products and agency-specific applications, supporting mobile devices, and collaborating with the IT leadership team on technology implementation. The role also requires maintaining service level agreements for Desk Side support and coordinating with other technical teams for widespread incidents.

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
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.