6yrs Helpdesk Specialist

AHU Technologies Inc; Washington (District of Columbia); On-site; USD 50,000 - 70,000; Full time

Job summary

A local tech support firm in Washington, DC is seeking a Helpdesk Specialist to resolve technical issues and provide excellent customer service. You'll assist with desktop software installation, troubleshooting hardware and software issues, and manage service requests. Ideal candidates have strong problem-solving skills, IT certifications, and experience with Microsoft products. This is an onsite position with a focus on user support and issue resolution.

Qualifications

• 5 years of proficiency in time management.
• 1 year of Microsoft Certifications (MCP).
• 3 years managing service requests in ServiceNow.
• 6 years troubleshooting hardware issues.
• 3 years troubleshooting complex software issues.
• 2 years of knowledge in Microsoft Office Suite.
• 3 years of experience assisting non-technical users.
• 6 years installation and configuration in enterprise environments.
• 6 years of installing OS patches and upgrades.
• 3 years of expertise in supporting desktop OS.
• 3 years of using endpoint management tools for remote support.
• 3 years of strong customer service skills.
• 6 years providing administrative support in IT.

Responsibilities

• Diagnose problems through discussion with users.
• Ensure timely problem resolution.
• Supervise help desk operations.
• Provide support on various issues to end users.
• Document and track problems for resolution.
• Interact with various teams to restore services.

Skills

Time management

Microsoft Certifications

ServiceNow management

Troubleshooting hardware

Troubleshooting complex software

Microsoft Office Suite knowledge

Customer service

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Microsoft Office

Job description

Job Title: Helpdesk Specialist

Client: DC Government

Location: Washignton DC (onsite)

Overview

Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements ii. Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned Resources iii. 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 iv. Log and route service requests and incidents in an incident management system. v. Provide a high level of customer service to end users on a daily basis ix.Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications vi. Troubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District viiii. Maintain service level agreements related to Desk Side support Service/Incident requests x. 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.

Qualifications

• Proficient time management skills: 5 years (Preferred)
• Microsoft Certifications: MCP: 1 year (Preferred)
• managing service requests for IT support in ServiiceNow: 3 years (Preferred)
• Expertise in troubleshooting hardware related issues: 6 years (Preferred)
• troubleshooting complex software related issues: 3 years (Preferred)
• Knowledge of Microsoft Office Suite: 2 years (Preferred)
• demonstrate experience making nontechnical users comfortable: 3 years (Preferred)
• install,configure system h/w & s/w in an enterprise env: 6 years (Preferred)
• installed Required (OS) patches and upgrades: 6 years (Preferred)
• Expertise in support desktop OS (Windows 10 Mac OSX 10.10.X): 3 years (Preferred)
• Bachelor’s degree in IT or related field: 4 years (Preferred)
• using an endpoint management tool to provide remote support: 3 years (Preferred)
• Strong Customer Service Skills: 3 years (Preferred)
• providing administrative support in an IT environment: 6 years (Preferred)