DC Help Desk Specialist: Tier-2 IT & End-User Support

HRUCKUS; Washington (District of Columbia); On-site; USD 55,000 - 85,000; Full time

Job summary

HRUCKUS, a veteran-owned firm, seeks a Help Desk Specialist for an onsite role in Washington, DC to support DC Public Schools’ OCTO/Technical Support. The successful candidate will diagnose and resolve technical issues, deploy district-owned software and devices, and ensure adherence to security policies.

The role requires 6–10 years of tier-two IT support, excellent customer service, and proficiency with Windows/Mac environments and Microsoft Office apps. Onsite work within DC is expected.

Qualifications

• Six years of experience providing second-tier IT support.
• Strong customer service skills with the ability to assist non-technical users.
• Experience troubleshooting complex software issues across Microsoft products.
• Ability to explain technical concepts to nontechnical users.
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Resolve technical issues and close service/incidents within SLAs.
• Follow security policies for District-owned resources and data.
• Assist with installation, operation, and maintenance of district desktop software and mobile devices.
• Log and route service requests in the incident management system.
• Provide high level customer service to end users daily.
• Provide technical expertise on Microsoft products and OS (Windows, macOS).
• Troubleshoot agency-specific and web applications.
• Support mobile devices (iPad, iPhone, Android).
• Collaborate with IT leadership to test new technologies and cost-effective solutions.
• Maintain desk-side support SLAs and coordinate with multi-tier teams during outages.

Skills

Second-tier support

Customer service

Troubleshooting software

User training

Microsoft Office

Education

Bachelor’s degree in IT or related field

Tools

Incident management system

Endpoint management tools

Job description

HRUCKUS, a veteran-owned firm, seeks a Help Desk Specialist for an onsite role in Washington, DC to support DC Public Schools’ OCTO/Technical Support. The successful candidate will diagnose and resolve technical issues, deploy district-owned software and devices, and ensure adherence to security policies.

The role requires 6–10 years of tier-two IT support, excellent customer service, and proficiency with Windows/Mac environments and Microsoft Office apps. Onsite work within DC is expected.