Help Desk Specialist (Tier I-III) at ASPEN OF DC INC

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Apr, 26

Salary

30.0

Posted On

10 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Microsoft Products, Troubleshooting, Mobile Devices, ITIL Framework, Team Collaboration, User Satisfaction Surveys, Network Management, Incident Reporting, Documentation, Problem Analysis, Security Policies, Multi-tasking, Presentation Skills, Writing Skills

Industry

Business Consulting and Services

Description

Job Details Level: Entry Job Location: DC - Washington, DC 20010 Salary Range: $25.00 - $30.00 Hourly ADC Management Solutions is seeking to hire Help Desk Specialist (Tier I-III) for an ongoing contractual opportunity! As a small woman owned business, located in Washington, DC we offer IT consulting and administrative solutions to Government and Commercial Clients. This position offers great flexibility and compensation; solid benefits package and an opportunity to advance quickly! If your skills align with the role, we want to hear from you! Job Responsibilities: • Handles inquiries from users for multiple applications. Performs basic user-problem analyses for the help desk. • Assesses the customers’ issue, performs initial triage, documents the problem, etc. • Creates incident reports and ensures the customer contract information is accurate and complete. • Performs basic user-problem analyses for the help desk • Assists with monitoring the network management systems and promptly respond to customer requests and issues • Coordinates efforts with staff associates to resolve problems; logs and tracks requests for assistance related to the application etc. • Assists in conducting periodic user satisfaction surveys and tracking user problem trends • Contributes to the preparation of procedure manuals and documentation for help desk use as well as other duties assigned. Qualifications Qualifications: Answer calls in a dynamic IT operations environment, supporting multiple agencies. 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 select and implement cost-effective technology for District Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential Well-developed presentation, telephone and writing skills Prior military experience or knowledge is helpful, but not required Knowledge of ITIL framework and processes preferred Ability to multi-task and must be able to work in a team environment. Must be able to pass a criminal history information background check and fingerprinting.

Responsibilities

The Help Desk Specialist will handle user inquiries, perform problem analyses, and create incident reports. They will also assist with monitoring network systems and coordinate efforts to resolve issues.