Prohires

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.. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.. Experience managing service requests for IT support in Service Now or a similar ITSM platform

helpdesk specialist

We are looking for a Helpdesk Specialist Journeyman (Min 6-10 Yrs. Exp) 100% ONSITE (Webcam Interview). POSITION DESCRIPTION DIRECT CLIENT Position Number of positions: 1 Length: 7-19 Months+ Work Address: Washington DC 20003 Immediate interviews – (Webcam Interview) Please Note this position is 100% ONSITE 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.. Description <ul><li>Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements </li><li>Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources </li><li>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 </li><li>Log and route service requests and incidents in an incident management system. </li><li>Provide a high level of customer service to end users on a daily basis </li><li>Troubleshoot issues related to agency specific applications and web applications </li><li>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 </li><li>Maintain service level agreements related to Desk Side support Service/Incident requests </li><li>Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications </li><li>Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents </li></ul>Responsibilities: JOB DESCRIPTION <ul><li> Responds to and diagnoses problems through discussion with users.</li><li> Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.</li><li> Supervises operation of help desk and serves as focal point for customer concerns.</li><li> Provides support to end users on a variety of issues.</li><li> Identifies, researches, and resolves technical problems.</li><li> Responds to telephone calls, emails, and personnel requests for technical support.</li><li> Documents, tracks, and monitors the problem to ensure a timely resolution.</li><li> Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.</li><li> Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.</li><li> Simulates or recreates user problems to resolve operating difficulties.</li><li> Recommends systems modifications to reduce user problems. </li></ul>Minimum Education/Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience. Required/Desired Skills Candidates must have ALL the “Required” skills in order to be considered for the position. “Desired” or “Highly Desired” skills are a PLUS but may NOT be required. Skill Matrix Experience with Business workflow processes Required / Desired Amount of Experience 6-10 yrs installing and configuring system hardware/software in an enterprise environment Required 6 Years 6-10 yrs installing operating system Required (OS) patches and upgrades Required 6 Years Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) Required 3 Years Bachelor’s degree in IT or related field or equivalent experience Required 10 Years Experience using an endpoint management tool to provide remote support Required 3 Years Strong Customer Service Skills Required 3 Years Experience providing administrative support in an IT environment Required 6 Years Proficient time management skills Required and detail oriented organizational skills Required 6 Years Microsoft Certifications: MCP Desired 0 Experience managing service requests for IT support in Service Now or a similar ITSM platform Required 3 Years Expertise in troubleshooting hardware related issues Required 6 Years Expertise in troubleshooting complex software related issues Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts Required 3 Years Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Required 2 Years

Helpdesk Specialist Journeyman with Min Yrs Exp in Installing And Configuring System Hardware / Software in an Enterprise Environment Webcam Interview (ONSITE)

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