Helpdesk Specialist Journeyman

AHU Technologies Inc; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

A technical support company is seeking a Client Technical Support professional in Washington, DC. This role requires 6-10 years of experience in technical support, specializing in troubleshooting issues with Microsoft products and providing exceptional customer service. The selected candidate will work 100% onsite and must be able to travel around DC to support users and resolve technical problems efficiently, adhering to strict service level agreements.

Qualifications

• 6-10 years of experience in technical support roles.
• Expertise in providing second-tier support to end users.
• Ability to troubleshoot complex software-related issues.

Responsibilities

• Resolve technical issues and close out assigned incidents.
• Log and route service requests and incidents in an incident management system.
• Provide a high level of customer service to end users daily.

Skills

Strong customer service skills

Expertise in troubleshooting complex software issues

Knowledge of Microsoft Office Suite

Experience with desktop operating systems (Windows 11, Mac OS X)

Education

Bachelor’s degree in IT or related field or equivalent experience

Tools

Microsoft Office

Windows operating systems

Mobile devices support

Job description

Job Description

Client is looking to add to its Client Technical Support team. 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

• Resolve technical issues and close out assigned incidents.
• Service/Incident 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 (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 the 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 and widespread security incidents.

Technical Skills

• Bachelor’s degree in IT or related field or equivalent experience.
• Providing second‑tier support to end users, server, or mainframe apps/hardware.
• Strong customer service skills.
• Expertise in troubleshooting complex software‑related issues.
• Can demonstrate experience making non‑technical users comfortable with complex technology concepts.
• Knowledge of Microsoft Office Suite.
• Expertise in supporting desktop operating systems (Windows 11, Mac OS X 10.10.X).
• Diagnosing and resolving end‑user computer/peripherals problems.
• Documenting, tracking, and monitoring end‑user, server, or hardware problems.