Helpdesk Specialist Journeyman

AHU Technologies•Washington, DC

9d•Onsite

About The Position

The candidate should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users. This is a 100% Onsite position and will require the ability to travel around DC. The candidate will resolve technical issues and close out assigned service/incidents requests within the agency's Service Level Agreements. They will adhere to all Enterprise-wide security policies related to the security and integrity of District owned Resources. Assistance will be provided with the 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. Service requests and incidents will be logged and routed in an incident management system. A high level of customer service will be provided to end users on a daily basis. Technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications will be provided. Issues related to agency specific applications and web applications will be troubleshot. Technical support for mobile devices, such as iPads, iPhones, Android devices and tablets will be provided. Collaboration with the IT leadership team to test and implement cost-effective technology for the District will occur. Service level agreements related to Desk Side support Service/Incident requests will be maintained. Work will be done with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.

Requirements

Bachelor’s degree in IT or related field or equivalent experience. Required 10 Years
Providing second-tier support to end users, server, or mainframe apps/hardware. Required 6 Years
Strong Customer Service Skills. Required 6 Years
Expertise in troubleshooting complex software related issues. Required 6 Years
Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 6 Years
Knowledge of Microsoft Office Suite. Required 5 Years

Nice To Haves

Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X). Highly desired 5 Years
Diagnosing and resolving end user computer/computer peripherals problems. Highly desired 5 Years
Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired 5 Years

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.