Help Desk Specialist Tier 2

TITLE: Helpdesk Specialist Journeyman
LOCATION: Washington, DC/ Onsite     
Employment type: Contract w2/1099/C2C          
MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 16 years
INTERVIEWS: In Person
 
Job Description: 
The candidate should have 6-10years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.
Employment type: Contract w2/1099/C2C
 
Complete 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 able to travel around DC. 
 
Roles and Responsibilities Include: 
·         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.
 
Skills: 
·         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 
·         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