Onsite IT Helpdesk Specialist for DC Public Schools

Dhaka Technologies Limited Company; Washington (District of Columbia); On-site; USD 52,000 - 78,000; Full time

Job summary

Dhaka Technologies Limited Company is seeking a Helpdesk Specialist for a District of Columbia government client. This 100% onsite role requires travel around DC and involves supporting Windows and Mac OS environments, Microsoft Office, and endpoint management tools.

The candidate should have six to ten years of IT support experience, strong customer service skills, and the ability to assist non-technical users in adopting complex technology.

Qualifications

• Bachelor's degree or equivalent experience required.
• Six to ten years of experience in helpdesk or IT support.
• Experience providing second-tier support to end users, servers, or mainframe applications and hardware.
• Strong customer service skills and ability to explain technical concepts to non-technical users.
• Proficient with Microsoft Office Suite and common desktop operating systems (Windows 11, macOS).

Responsibilities

• Resolve technical issues and close service requests within SLAs.
• Adhere to security policies for District-owned resources.
• Support desktop software and OS (Windows and macOS) and Office suite.
• Log and route service requests in an incident management system.
• Provide high level customer service to end users daily.
• Provide technical expertise on Microsoft products and related apps.
• Troubleshoot issues for agency-specific and web applications.
• Support mobile devices (iPad, iPhone, Android).
• Collaborate with IT leadership to test cost-effective technology.
• Maintain SLAs for desk-side support and incidents.
• Coordinate multi-tiered support for outages and security incidents.

Skills

Second-tier support

Customer service

Software troubleshooting

Non-technical communication

Microsoft Office

Windows/macOS support

Mobile device support

Incident management

IT teamwork

Education

Bachelor's degree in IT or related field

Job description

Dhaka Technologies Limited Company is seeking a Helpdesk Specialist for a District of Columbia government client. This 100% onsite role requires travel around DC and involves supporting Windows and Mac OS environments, Microsoft Office, and endpoint management tools.

The candidate should have six to ten years of IT support experience, strong customer service skills, and the ability to assist non-technical users in adopting complex technology.