Helpdesk Specialist

vTech Solution; Washington; On-site; USD 85,000 - 105,000; Full time

Job summary

vTech Solution in Washington, DC, is seeking a Helpdesk Specialist Journeyman to support the DC Public Schools technology environment. You will diagnose and resolve issues for Windows and Mac, Microsoft applications, and mobile devices, with a strong focus on user satisfaction.

The role requires 6–10 years of experience and is onsite with travel around Washington, DC. You will work with IT leadership to maintain SLAs and ensure district security policies are followed.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• Minimum 10 years of relevant experience.
• Strong customer service and ability to explain complex tech to nontechnical users.

Responsibilities

• Respond to and diagnose technical problems through user discussions.
• Resolve issues and close service requests within SLAs.
• Adhere to security policies to protect district resources.
• Assist with desktop software installation and maintenance (Windows, Mac OSX, Microsoft Office).
• Log and route requests in an incident management system.
• Provide high-level customer service to end users daily.
• Support mobile devices (iPad, iPhone, Android) and tablets.
• Collaborate with IT leadership to test and implement cost-effective solutions.
• Maintain SLAs for desk-side support and incidents.
• Coordinate with other teams for outages and security incidents.

Skills

Customer service

Troubleshooting

Communication skills

Education

Bachelor's degree in IT or related field

Tools

Microsoft Office Suite

Endpoint management tools

Job description

Job Summary

The OCTO - DCPS Helpdesk Specialist Journeyman provides technical support for the DC Public Schools (DCPS) technology environment. This role involves diagnosing and resolving technical issues through direct interaction with users, supporting both Windows and Apple operating systems, Microsoft applications, and mobile devices. The position requires 6-10 years of experience and is fully onsite with travel around DC.

Responsibilities

• Respond to and diagnose technical problems through user discussions.
• Resolve technical issues and close out assigned service and incident requests within established Service Level Agreements.
• Adhere to enterprise-wide security policies to maintain the integrity of District-owned resources.
• Assist with installation, operation, and maintenance of desktop software including Windows, Mac OSX, Microsoft Office Suite, and endpoint management tools.
• Log and route service requests and incidents using an incident management system.
• Provide high-level customer service to end users daily.
• Offer technical expertise related to Microsoft products and other agency-specific and web applications.
• Support mobile devices such as iPads, iPhones, Android devices, and tablets.
• Collaborate with IT leadership to test and implement cost-effective technology solutions.
• Maintain service level agreements related to desk-side support and incident requests.
• Coordinate with other technical teams for multi-tiered support during outages and security incidents.

Required Skills & Certifications

• Bachelor's degree in IT or related field, or equivalent experience.
• Minimum of 10 years of relevant experience.
• At least 6 years providing second-tier support for end users, servers, or mainframe apps/hardware.
• Strong customer service skills with ability to simplify complex technology for nontechnical users.
• Expertise in troubleshooting complex software issues.
• Proficient knowledge of Microsoft Office Suite.

Preferred Skills & Certifications

• Experience supporting desktop operating systems such as Windows 11 and Mac OSX 10.10.x.
• Ability to diagnose and resolve end user computer and peripheral problems.
• Experience documenting, tracking, and monitoring technical issues for end users, servers, or hardware.

Special Considerations

• Position is 100% onsite with mandatory travel around Washington, DC.
• Strict adherence to District security policies is required.
• Absences greater than two weeks require prior approval and must provide reachable contact information.
• Compliance with client terms and conditions including no reimbursable expenses and hourly rate limits is mandatory.

Scheduling

• Full-time, onsite work schedule.
• Work location primarily at 200 I St. SE, Washington, DC.