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Helpdesk Specialist Journeyman
Helpdesk Specialist JourneymanInterSources • Washington, DC, United States
Helpdesk Specialist Journeyman

Helpdesk Specialist Journeyman

InterSources • Washington, DC, United States
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Job Title : Helpdesk Specialist Journeyman

Address : 200 I St SE 4th FloorWashington, DC 20003 (Onsite)

6 Months Contract Position

Job Description :

  • OCTOhelps 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.
  • dhere 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 (both
  • 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 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.

    • CONTRACT JOB DESCRIPTION

    Responsibilities :

  • Responds to and diagnoses problems through discussion with users.
  • Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, emails, and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interacts with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Minimum Education / Certification Requirements :
  • Bachelor's degree in IT or related field or equivalent experience

    • SKILL MATRIX : Skill

    Required No. of Years

    Actual Years of Experience

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

    10 Years

    Installing and configuring system hardware / software in an enterprise environment

    6 Years

    Proficient time management skills Required and detail oriented organizational skills

    6 Years

    Expertise in supporting desktop operating systems (Windows 10, 11 and Mac OSX 10.10.X)

    6 Years

    Experience using an endpoint management tool to provide remote support

    3 Years

    Strong Customer Service Skills

    3 Years

    Experience managing service requests for IT support in ServiceNow or a similar ITSM platform

    3 Years

    Expertise in troubleshooting hardware related issues

    3 Years

    Expertise in troubleshooting complex software related issues

    3 Years

    Can demonstrate experience making nontechnical users comfortable with complex technology concepts

    3 Years

    Knowledge of Microsoft Office Suite (Office 365)

    3 Years

    Microsoft Certifications : MCP

    Highly Desired

    About Us :

    InterSources Inc. is a Small, Woman, and Minority-Owned Business Enterprise, ISO / IEC 27001, SOC 2 Type 2 certified company with massive 18+ years of diversified experience in providing IT Consulting Services, Artificial Intelligence, Data Analysis, Application Development, Cloud Services, Cybersecurity, Digital Marketing, ERP Management, Custom Software Development, Web Development, UI / UX Design, System Integration, QA Support etc. We make reasonable accommodations for clients and employees, and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud and Oracle partner company.

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