OCTO - DCPS Helpdesk Specialist Journeyman (788300) at Advanced Network Consulting Inc

, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Problem Diagnosis, Service Level Agreements, Security Policies, Desktop Software Installation, Operating Systems, Microsoft Office, Endpoint Management Tools, Incident Management System, Customer Service, Microsoft Products Expertise, Web Application Troubleshooting, Mobile Device Support, Desk Side Support, IT Leadership Collaboration, Multi-tiered Technical Support

Industry

Description

Description OCTO Helps 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. Adhere 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. Requirements Bachelor’s degree in IT or related field or equivalent experience--Required 10 Years Providing second-tier support to end users, server, or mainframe apps/hardware--Required 6 Years Strong Customer Service Skills--Required 6 Years Expertise in troubleshooting complex software related issues--Required 6 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts--Required 6 Years Knowledge of Microsoft Office Suite--Required 5 Years Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)--Highly desired 5 Years Diagnosing and resolving end user computer/computer peripherals problems--Highly desired 5 Years Documenting, tracking, and monitoring end user, server, or hardware problems--Highly desired 5 Years

Responsibilities

The specialist will be responsible for responding to and diagnosing user problems, resolving technical issues, and closing assigned service/incident requests within established Service Level Agreements. They must also provide assistance with the installation, operation, and maintenance of District-owned desktop software and endpoint management tools.