| Urgent Requirement: Position:Helpdesk Specialist Journeyman (ONSITE) (Locals to DMV Area) at Remote, Remote, USA |
| Email: [email protected] |
| From: ATI Team, Aspire [email protected] Reply to: [email protected] POSITION: Helpdesk Specialist Journeyman (ONSITE) Min 6yrs Exp (Locals to DMV Area) DURATION:11 Months ADDRESS:Washington DC 20003 Please Note this position is 100% ONSITE Local Candidates ONLY 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 comfortable with getting around DC. 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 Districtowned 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 Troubleshoot issues related to agency specific applications and web applications Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. 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 Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents. JOB DESCRIPTION Responsibilities: 1. Responds to and diagnoses problems through discussion with users. 2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. 3. Supervises operation of help desk and serves as focal point for customer concerns. 4. Provides support to end users on a variety of issues. 5. Identifies, researches, and resolves technical problems. 6. Responds to telephone calls, emails, and personnel requests for technical support. 7. Documents, tracks, and monitors the problem to ensure a timely resolution. 8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. 9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. 10. Simulates or recreates user problems to resolve operating difficulties. 11. Recommends systems modifications to reduce user problems. Minimum Education/Certification Requirements: Bachelors degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience. Required/Desired Skills 6 yrs installing and configuring system hardware/software in an enterprise environment 6 yrs installing operating system Required (OS) patches and upgrades Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) Bachelors degree in IT or related field or equivalent experience Experience using an endpoint management tool to provide remote support Strong Customer Service Skills Experience providing administrative support in an IT environment Proficient time management skills Required and detail oriented organizational skills Microsoft Certifications: MCP Experience managing service requests for IT support in ServiceNow or a similar ITSM platform Expertise in troubleshooting hardware related issues Expertise in troubleshooting complex software related issues Can demonstrate experience making nontechnical users comfortable with complex technology concepts Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Thanks & Regards ATI Team [email protected] Keywords: information technology Urgent Requirement: Position:Helpdesk Specialist Journeyman (ONSITE) (Locals to DMV Area) [email protected] |
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| Wed Nov 13 22:57:00 UTC 2024 |