OCTO - DCPS Helpdesk Specialist Journeyman

RIZEUP TECHNOLOGY TRAINING LLC; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

RIZEUP TECHNOLOGY TRAINING LLC in Washington, DC is seeking an experienced IT Support Specialist to join the DC Public School Technical Support team onsite. The role requires strong troubleshooting skills, knowledge of Windows and Microsoft Office, and the ability to work with end users to resolve incidents quickly.

You will work with enterprise security policies, manage incidents in the ticketing system, and collaborate with IT leadership to implement cost-effective tech solutions for District

Qualifications

• 6–10 years of experience in IT support.
• Respond to and diagnose problems via discussion with users.
• Onsite role with DC travel.

Responsibilities

• Resolve technical issues and close out Service/Incidents requests within SLAs.
• Adhere to Enterprise-wide security policies for District-owned resources.
• Provide installation, operation, and maintenance support for District-owned desktop software and OS.
• Log and route service requests in the incident management system.
• Provide a high level of customer service to end users daily.
• Provide technical expertise related to Microsoft Office and Windows OS.
• Troubleshoot issues related to agency applications and web apps.
• Provide technical support for mobile devices (iPads, iPhones, Android).
• Collaborate with IT leadership to test and implement cost-effective technology for District.
• Maintain SLAs for Desk Side support requests.
• Coordinate multi-tiered technical support with other teams for outages.

Skills

Troubleshooting

Windows

Microsoft Office

Customer service

Incident management

Job description

Job Description OCTO Helps is looking to add to its DCPS DC Public School 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 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 (bothWindows 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.