Help Desk Specialist Tier 2

AHU Technologies; Washington (District of Columbia); On-site; USD 90,000 - 110,000; Full time

Job summary

AHU Technologies in Washington, DC is seeking a Helpdesk Specialist Journeyman for 100% onsite support. The role requires strong incident handling, user communication, and troubleshooting across Windows and Mac environments, with travel around DC as needed.

You will resolve issues, log requests in the incident system, adhere to SLAs, and provide mobile device support and Microsoft product expertise. A bachelor’s degree in IT or related field and 6–10 years of experience are required, with the

Qualifications

• 6–10 years of experience in helpdesk or IT support.
• Provide second-tier support to end users, servers, or hardware.
• Strong customer service and troubleshooting skills.
• Familiar with Microsoft Office, Windows, and Mac OS.
• Comfortable supporting mobile devices and enterprise apps.
• Ability to work onsite and follow security policies.

Responsibilities

• Resolve technical issues and close incidents within SLAs.
• Log and route service requests in an incident management system.
• Install, operate, and maintain District-owned desktop software and OS.
• Provide high level of customer service to end users daily.
• Offer technical expertise on Microsoft products and related apps.
• Troubleshoot agency applications and web applications.
• Support mobile devices (iPad, iPhone, Android) as needed.
• Collaborate with IT leadership to test cost-effective technology.
• Coordinate multi-tiered support for outages and security incidents.

Skills

Second-tier support

Customer service

Troubleshooting

Microsoft Office Suite

Windows OS

Mac OS

Mobile device support

Incident management

Education

Bachelor’s degree in IT or related field

Tools

Incident management system

Job description

TITLE: Helpdesk Specialist JourneymanLOCATION: Washington, DC/ OnsiteEmployment type: Contract w2/1099/C2CMINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.REQUIRED EXPERIENCE: 16 yearsINTERVIEWS: In PersonJob 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/C2CComplete 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