Job Openings IT HelpDesk

About the job IT HelpDesk

DESCRIPTION

  1. Answer calls in a dynamic IT operations environment, supporting multiple agencies
  2. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
  3. Log and route service requests and incidents in an incident management system
  4. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
  5. Provide a high level of customer service to end users on a daily basis
  6. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
  7. Troubleshoot issues related to agency specific applications and web applications
  8. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
  9. Collaborate with the IT leadership team to select and implement cost-effective technology for District
  10. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
  11. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
  12. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources


RESPONSIBILITIES

  1. 9:30 - 6:00 pm shift including some weekends
  2. Provide technical assistance to computer system users on a variety of issues.
  3. Identifies, researches, and resolves technical problems.
  4. Responds to telephone calls, email and personnel requests for technical support.
  5. Documents, tracks, and monitors the problem to ensure a timely resolution.
  6. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
  7. Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
  8. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  9. Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
  10. Reads and comprehends technical service manuals and publications.
  11. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
  12. Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
  13. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
  14. Strong communication skills.
  15. Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.
  16. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
  17. Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  18. Communicates accurate and useful status updates.
  19. Manages and reports time spent on all work activities.
  20. Ability to work in a team environment.

QUALIFICATIONS

Required Skills

  • 1 year of customer service
  • 1 year of providing IT technical support
  • 1 year of installing and troubleshooting computer operating systems and software
  • 1 year of supporting Windows 10/11 and Mac OSX 10.10.X
  • 1 year of basic knowledge of password resetting via Active Directory type management
  • 1 year of basic knowledge of Office 365
  • 1 year of excellent written and verbal communication skills in a professional setting

 Preferred Skills

  • A+ Certification
  • Supervisory Experience
  • Evaluation/diagnostic skills and experience troubleshooting common DC Government software and hardware issues, including::
  • Software
    • Microsoft Office 365 and Microsoft Office products
    • Apple iOS, Apple Mac OSX and Windows OS support
    • District approved applications such as PASS, PeopleSoft, Quickbase, Aspen, Salesforce etc.
  • Hardware
    • Windows based and MAC OSX devices
    • Printers
    • IOS and Android based devices
  • Communication skills
  • ITSM Experience


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