IT Helpdesk Analyst (Level 1 / L1 Support)

AHU Technologies•Washington, DC

19h•Hybrid

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 for technical issues in a Call Center environment as well as off-site locations. The candidate will log and route service requests, create and maintain knowledge articles, and provide a high level of customer service to end users. Expertise in Microsoft Products (Office, Windows) and troubleshooting agency-specific applications, web applications, and mobile devices is required. Collaboration with the IT leadership team on technology selection and implementation, and maintaining service level agreements are also key responsibilities.

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