Help Desk Specialist

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

Veteran Firm Seeking a Help Desk Specialist for an Onsite Assignment in Washington, DC

My name is Stephen Hrutka, and I lead a Veteran-owned consulting firm in Washington, DC, focused on strategic sourcing, supply chain, and IT Staffing.

We want to fill a Help Desk Specialist role for the Office of the Chief Technology Officer (OCTO) in the DC Government.

The ideal candidate is a DMV resident with 6-10 years of experience providing tier-two IT support, strong customer service skills, and expertise in troubleshooting complex Microsoft software issues. Experience supporting desktop operating systems like Mac OSX and tracking end-user peripheral problems in an incident management system is highly desired.

Thanks,

www.hruckus.com

Executive Summary: HRUCKUS is looking for an experienced Help Desk Specialist to join the DC Public Schools (DCPS) Technical Support team to diagnose and resolve technology issues through direct engagement with users across various locations within DC.

Position Description: The Help Desk Specialist will provide daily assistance with the installation, operation, and maintenance of District-owned desktop software and mobile devices. They will log and route incidents in a management system, resolve technical issues within defined Service Level Agreements, and collaborate with IT leadership to maintain enterprise security policies.

Position Responsibilities:

• 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.

Required Qualifications:

• Providing second-tier support to end users, servers, or mainframe apps/hardware (6 Years)
• Strong Customer Service Skills (6 Years)
• Expertise in troubleshooting complex software related issues (6 Years)
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts (6 Years)
• Knowledge of Microsoft Office Suite (5 Years)

Minimum Education/ Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience