IT Helpdesk Analyst (Level 1 / L1 Support)
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. This role involves providing desktop support in a Call Center environment as well as off-site locations, logging and routing service requests, and creating/maintaining knowledge articles. The position requires a high level of customer service and technical expertise in Microsoft Products (Office, Windows operating systems), agency-specific applications, web applications, and mobile devices. Collaboration with the IT leadership team and adherence to security policies are also key aspects of this role.
Requirements
- Bachelor’s degree in IT or related field or equivalent experience
- Customer service support experience in either a face to face or phone support role.
- Excellent written and verbal communication skills in a professional setting
- Provide technical support to computer system users by telephone, email, and etc.
- Maintain computers, systems, and printers in a professional setting
- Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)
- Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)
- Experience providing technical support in a call center environment where the candidate received multiple calls at once.
- Provide customer-oriented results and build an efficient end-user support environment.
- Experience with basic Active Directory functions such as account creations, password resets, and OU Management
- Knowledge of Microsoft Office Suite (Office 365)
- Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
