Senior Helpdesk Specialist: Enterprise IT & User Support

Dhaka Technology Limited; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Dhaka Technologies Limited is seeking a Senior Helpdesk Specialist who responds to and diagnoses technical problems through discussions with users. The organization serves a DC-area authority on energy and environmental issues, providing programs and services to promote sustainable urban practices.

The role includes desktop and mobile device deployment, support for Microsoft 365, Teams, and Webex, and in-person final interview for a Washington, DC posting.

Qualifications

• Bachelor’s degree in IT or related field, or equivalent experience.
• 15 years diagnosing and resolving end-user computer and peripheral problems.
• 11 years providing second-tier support to end users and supporting server or mainframe applications and hardware.
• 11 years of documenting, tracking, and monitoring end-user, server, or mainframe application and hardware problems.

Responsibilities

• Provide technical assistance to computer system users in a Windows-based environment.
• Configure, prepare, and deploy new desktop and laptop computers for staff, including the installation of required software and security tools.
• Deploy and configure mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
• Identify, research, and resolve software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
• Respond to telephone calls, emails, and personnel requests for desktop and mobile device support.
• Document, track, and monitor reported issues to ensure timely and complete resolution.
• Provide support for printing devices, including printer installation, troubleshooting printing issues, and replacing consumables.
• Provide support for office copier machines, including installing print queues, troubleshooting copier issues, and replacing consumables.
• Assist users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
• Provide support for various computer peripherals, including wireless keyboards, mice, scanners, local printers, and wireless headsets.
• Answer questions and resolve computer problems for users in person, by telephone, or through remote support tools.
• Follow established procedures and maintain inventory and asset management records for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
• Read and interpret technical manuals and documentation to support troubleshooting and system maintenance.
• Use diagnostic tools and reference materials to assist in resolving hardware and software issues.
• Maintain knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
• Communicate clearly and effectively with end users and IT team members.
• Assist with the coordination and implementation of system upgrades, patches, and new hardware and software deployments.
• Provide accurate and complete answers to general computing and administrative questions in a timely manner.
• Implement and support shared software, including operating systems, configuration management tools, and standard enterprise software applications.
• Communicate status updates clearly and provide timely reports on work activities, task progress, and issue resolution.

Skills

Windows-based troubleshooting

End-user support

Desktop deployment

Mobile device support

Microsoft 365

Cisco Webex

Microsoft Teams

OneDrive

Education

Bachelor’s degree in IT or related field

Tools

Cisco Webex

Microsoft Teams

OneDrive

Job description

Dhaka Technologies Limited is seeking a Senior Helpdesk Specialist who responds to and diagnoses technical problems through discussions with users. The organization serves a DC-area authority on energy and environmental issues, providing programs and services to promote sustainable urban practices.

The role includes desktop and mobile device deployment, support for Microsoft 365, Teams, and Webex, and in-person final interview for a Washington, DC posting.