Help Desk Support - Onsite
Location: Washington, DC, United States
Length: Long term
Restriction: w2 or c2c or 1099
Description:
W2 or 1099 or c2c ***In Person Interview Long term project usually the project goes for multiple years with this customer. *** Onsite ***
Short Description:
OCTOhelps is looking to add to its DCPS 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.
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.
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.
Required Skills:
Bachelor s degree in IT or related field or equivalent experience 10 YearsInstalling and configuring system hardware/software in an enterprise environment 6 Years
Installing operating system Required (OS) patches and upgrades 6 Years
Proficient time management skills Required and detail oriented organizational skills 6 Years
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) 3 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 2 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 2010+ and Office 365) 3 Years
Highly Desired Skills
Microsoft Certifications MCP