This Helpdesk Specialist Journeyman position requires 6-10 years of experience providing technical support to end-users in a fast-paced environment. The role involves resolving technical issues, managing service requests, troubleshooting hardware and software problems, and collaborating with other IT teams. The position demands strong customer service skills and the ability to explain complex technical concepts to non-technical users. The position is 100% onsite in Washington, DC, with travel within the city required.
Location: Washington, United States
Responsibilities:
- Resolve technical issues and close assigned service/incident requests within service level agreements.
- Adhere to enterprise-wide security policies.
- Provide assistance with installation, operation, and maintenance of District-owned desktop software (Windows, Apple, Microsoft Office suite, etc.).
- Log and route service requests and incidents in an incident management system.
- Provide high-level customer service to end-users.
- Provide technical expertise related to Microsoft products and other applications.
- Troubleshoot issues related to agency-specific applications and web applications.
- Provide technical support for mobile devices (iPads, iPhones, Android).
- Collaborate with IT leadership to test and implement cost-effective technology.
- Maintain service level agreements related to desk-side support.
- Work with other technical teams to coordinate multi-tiered technical support for outages and security incidents.
- Respond to and diagnose problems through discussion with users.
- Ensure a timely process for problem resolution (recognition, research, isolation, resolution, follow-up).
- Supervise help desk operations and serve as a focal point for customer concerns.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, emails, and personnel requests for technical support.
- Document, track, and monitor problems to ensure timely resolution.
- Provide second-tier support for PC, server, or mainframe applications or hardware.
- Interact with other teams to restore service and/or identify and correct core problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend system modifications to reduce user problems.
Required Skills & Certifications:
- Bachelor's degree in IT or related field or equivalent experience.
- 6 years of experience installing and configuring system hardware/software in an enterprise environment.
- 6 years of experience with proficient time management and detail-oriented organizational skills.
- 6 years of expertise in supporting desktop operating systems (Windows 11, macOS).
- 3 years of experience using an endpoint management tool for remote support.
- 3 years of strong customer service skills.
- 3 years of experience managing service requests for IT support in ServiceNow or a similar ITSM platform.
- 3 years of expertise in troubleshooting hardware-related issues.
- 3 years of expertise in troubleshooting complex software-related issues.
- 3 years of experience making non-technical users comfortable with complex technology concepts.
- 3 years of knowledge of Microsoft Office Suite (Office 365).
Preferred Skills & Certifications:
- Microsoft Certifications (MCP)
Special Considerations:
- 100% onsite work.
- Travel within Washington, DC required.
- Absences greater than two weeks require advance approval from management, with contact information provided. Failure to return by the agreed-upon date may result in dismissal.
- No reimbursable expenses.
- Must pass a criminal background check (including warrants).
Scheduling:
- The provided description does not specify shift timing or scheduling authority.
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