Senior Onsite Helpdesk Technician (DC Area)

Collaboredge Inc.; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

OCTOHelps is seeking a DC Public School Technical Support specialist for a 100% onsite role in Washington, DC. The candidate should have 6–10 years of experience and be able to travel within the DC area.

Responsibilities include diagnosing issues via user discussion and supporting District-owned desktop software across Windows and macOS, with strong customer service focus. Responsibilities cover incident management, collaboration with IT leadership, and maintaining SLAs.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience providing second-tier end-user support.
• Strong customer service skills required.
• Ability to troubleshoot complex software issues.
• Ability to explain tech concepts to nontechnical users.
• Knowledge of Microsoft Office Suite.
• Experience supporting Windows and macOS desktops.
• Diagnosing and resolving end-user hardware problems.
• Documenting, tracking, and monitoring issues.

Responsibilities

• Resolve technical issues and close incidents.
• Handle service/incident requests within SLAs.
• Follow security policies for District resources.
• Assist with installation, operation, and maintenance of district software.
• Log and route service requests in an incident system.
• Provide high level customer service to end users daily.
• Provide expertise on Microsoft products and related apps.
• Troubleshoot agency apps and web applications.
• Support mobile devices (iPad/iPhone/Android).
• Collaborate with IT leadership to test cost-effective tech.
• Maintain SLAs for desk-side support.
• Coordinate multi-tiered support for outages.

Skills

Second-tier support

Customer service

Troubleshooting

Nontechnical translation

Microsoft Office

Windows/macOS support

End-user problem resolution

Documentation & tracking

Education

Bachelor's degree in IT or related field

Job description

OCTOHelps is seeking a DC Public School Technical Support specialist for a 100% onsite role in Washington, DC. The candidate should have 6–10 years of experience and be able to travel within the DC area.

Responsibilities include diagnosing issues via user discussion and supporting District-owned desktop software across Windows and macOS, with strong customer service focus. Responsibilities cover incident management, collaboration with IT leadership, and maintaining SLAs.