OCTO -DCPS Helpdesk Specialist Journeyman

100% ONSITE

The candidate should have 610 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 agencys Service Level Agreements

ii. Adhere to all Enterprisewide security policies related to security and integrity of Districtowned Resources

iii. Provide assistance with installation operation and maintenance of Districtowned desktop software including operating systems (both Windows and Apple) offtheshelf products (e.g. Microsoft Office Project Visio Outlook) and endpoint management tools

iv. Log and route service requests and incidents in an incident management system.

v. Provide a high level of customer service to end users on a daily basis ix.Provide technical expertise related to Microsoft Products such as Microsoft Office Windows operating systems as well as other related Microsoft applications

vi. Troubleshoot issues related to agency specific applications and web applications

vii. 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

viiii. Maintain service level agreements related to Desk Side support Service/Incident requests

x. Work with other technical teams to coordinate multitiered technical support for outages widespread security incidents.

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 followup 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 secondtier 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.