Helpdesk Specialist Entry Level

Job Description

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.

• 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.

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 systems modifications to reduce user problems.

Minimum Education / Certification Requirements :

Bachelor's degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.

Skill Required No. of Years Actual Years of Experience 1+ yrs installing and configuring system hardware / software in an enterprise environment 1 1+ yrs installing operating system Required (OS) patches and upgrades 1 Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.

10.X) 1 Experience using an endpoint management tool to provide remote support 1 Strong Customer Service Skills 3 Experience providing administrative support in an IT environment 6 Months Proficient time management skills Required and detail oriented organizational skills 2 CompTIA A+ Experience managing service requests for IT support in ServiceNow or a similar ITSM platform 1 Expertise in troubleshooting hardware related issues 1 Expertise in troubleshooting complex software related issues 6 Months Can demonstrate experience making nontechnical users comfortable with complex technology concepts 1 Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) 1 Candidate should have pervious work experience with OCTO 3 Months