Helpdesk Specialist Entry

Go intellects Inc

4d•Onsite

About The Position

The client is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below: Work Arrangement / Schedule Onsite - 6 PM - 6 AM: Wed, Thurs, Fri Sunday: 6AM - 2:30 PM every other week 8hrs

Responsibilities

Answer calls in a dynamic IT operations environment, supporting multiple agencies
Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
Log and route service requests and incidents in an incident management system
Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
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 select and implement cost-effective technology for District
Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources