Helpdesk Specialist Journeyman

AHU Technologies•Washington, DC

25d•$20 - $30•Onsite

About The Position

The client helps is looking to add to its client 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.

Requirements

Installing and configuring system hardware/software in an enterprise environment. Required 6 Years
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 10 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 6 Years
Experience managing service requests for IT support in ServiceNow 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 in making nontechnical users comfortable with complex technology concepts. Required 3 Years
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365). Required 2 Years

Nice To Haves

Microsoft Certifications: MCP. Desired

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 system modifications to reduce user problems.