Helpdesk Specialist Journeyman ONSITE

2 months ago


Washington, United Kingdom Serigor Inc. Full time

Job Title:Helpdesk Specialist Journeyman (ONSITE)

Location: Washington DC

Duration: 12 Months

Job Description:

  • Service/Incidents requests within the agencysService Level Agreements
  • Adhere to allEnterprisewide security policies related to security and integrityof Districtowned Resources
  • Provide assistancewith installation operation and maintenance of Districtowneddesktop software including operating systems (both Windows andApple) offtheshelf products (e.g. Microsoft Office Project VisioOutlook) and endpoint management tools
  • Log androute service requests and incidents in an incident managementsystem.
  • Provide a high level of customerservice to end users on a daily basis
  • Providetechnical expertise related to Microsoft Products such as MicrosoftOffice Windows operating systems as well as other related Microsoftapplications
  • Troubleshoot issues related toagency specific applications and web applications vii. Providetechnical support for mobile devices such as iPads iPhones Androiddevices and tablets
  • Collaborate with the ITleadership team to test and implement cost effective technology forDistrict
  • Maintain service level agreementsrelated to Desk Side support Service/Incident requests
  • Work with other technical teams to coordinate multitieredtechnical support for outages widespread securityincidents.

Responsibilities:

  • Responds to and diagnoses problems through discussionwith users.
  • Ensures a timely process throughwhich problems are controlled including problem recognitionresearch isolation resolution and followup steps.
  • Supervises operation of help desk and serves as focalpoint for customer concerns.
  • Provides supportto end users on a variety of issues.
  • Identifies researches and resolves technicalproblems.
  • Responds to telephone calls emailsand personnel requests for technical support.
  • Documents tracks and monitors the problem to ensure atimely resolution.
  • Provides secondtier supportto end users for either PC server or mainframe applications orhardware.
  • Interacts with network servicessoftware systems engineering and/or applications development torestore service and/or identify and correct coreproblem.
  • Simulates or recreates user problemsto resolve operating difficulties.
  • Recommendssystems modifications to reduce user problems.

MinimumEducation/Certification Requirements:

  • Bachelors degree in IT or related field orequivalent experience; IT related certifications (CompTIA orequivalent) or equivalent work experience.

Skills:

Skills

Required / Desired

Amount

ofExperience

610 yrs installing and configuring systemhardware/software in an enterprise environment

Required

6

Years

610 yrs installing operating system Required(OS) patches and upgrades

Required

6

Years

Expertise in supporting desktop operatingsystems (Windows 10 Mac OSX 10.10.X)

Required

3

Years

Bachelors degree in IT or related field orequivalent experience

Required

10

Years

Experience using an endpoint management tool toprovide remote support

Required

3

Years

Strong Customer Service Skills

Required

3

Years

Experience providing administrative support inan IT environment

Required

6

Years

Proficient time management skills Required anddetail oriented organizational skills

Required

6

Years

Microsoft Certifications: MCP

Desired

Experience managing service requests for IT support inServiiceNow or a similar ITSM platform

Required

3

Years

Expertise in troubleshooting hardware relatedissues

Required

6

Years

Expertise in troubleshooting complex softwarerelated issues

Required

3

Years

Can demonstrate experience making nontechnicalusers comfortable with complex technology concepts

Required

3

Years

Knowledge of Microsoft Office Suite (Office2010 and Office 365)

Required

2

Years



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