IT Help Desk Specialist
Job Location:
Job Location:
Washington, DC - USA
Hourly Salary:
USD 32 - 35
Hourly Salary:
Posted on:
5 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Description:
Short Description:
Provides first-line tech support for District employees ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology troubleshoots hardware and software and escalates complex problems as needed
Complete Description:
Employment Type: Contract w2/1099/C2C
Position Summary
The Help Desk Technician provides firstline technical support to District government employees ensuring timely resolution of IT issues and exceptional customer service. This role supports Districts mission by maintaining reliable access to technology services troubleshooting hardware and software problems and escalating complex issues to the appropriate teams.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Tier 1 and Tier 2 support for desktops laptops mobile devices printers and peripherals.
- Troubleshoot issues related to Windows OS Microsoft 365 VPN network connectivity and standard enterprise applications.
- Assist with password resets account unlocks and identity management through Active Directory and other authentication tools.
- Diagnose and resolve hardware failures software errors and configuration issues.
Customer Service & Communication
- Serve as the first point of contact for IT support requests via phone email ticketing system or walkins.
- Deliver clear courteous and professional communication to end users.
- Document all support interactions resolutions and followup actions in the ticketing system.
- Provide guidance and training to users on basic technology functions and best practices.
System & Device Management
- Install configure and update software and operating systems on enduser devices.
- Support device imaging deployment and lifecycle management.
- Maintain inventory of IT equipment ensuring accurate tracking and documentation.
Escalation & Collaboration
- Escalate complex or unresolved issues to specialized teams (network security server or application support).
- Collaborate with other IT staff to identify recurring issues and recommend improvements.
- Participate in incident response efforts when needed including outages or critical system disruptions.
Security & Compliance
- Ensure all devices and systems comply with District security policies.
- Support patching antivirus updates and security configurations on enduser devices.
- Report potential security incidents or vulnerabilities to the appropriate teams.
Required Qualifications
- High school diploma or equivalent; associate degree or technical certification preferred.
- Strong knowledge of Windows 11 Microsoft 365 and common enterprise applications such as
- Familiarity with Active Directory Service Now ticketing systems and remote support tools.
- Ability to troubleshoot hardware software and network issues.
- Excellent communication customer service and problemsolving skills.
Preferred Qualifications
- CompTIA A Network or Security certification.
- Experience supporting government or large enterprise environments.
- Knowledge of ITIL practices and service management principles.
Key Competencies
- Strong customerservice orientation.
- Ability to work independently and as part of a team.
- Patience professionalism and attention to detail.
- Ability to manage multiple tasks in a fastpaced environment.
CONTRACT 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
Skills Matrix
Bachelors degree in IT or related field or equivalent experience
16 yrs. diagnosing and resolving end user computer/computer peripherals problems
16 yrs. providing second-tier support to end users server or mainframe apps/hardware
16 yrs. documenting tracking and monitoring end user server or mainframe apps/hardware problems
Strong knowledge of Windows 11 Microsoft 365 and common enterprise applications
Install configure and update software and operating systems on end user devices.
Familiarity with Active Directory Service Now ticketing systems and remote support tools.
Troubleshoot issues related to Windows OS Microsoft 365 VPN network connectivity and standard enterprise applications.
Assist with password resets account unlocks and identity management through Active Directory and other authentication tools.
Diagnose and resolve hardware failures software errors and configuration issues.
Deliver clear courteous and professional communication to end users.
Install configure and update software and operating systems on end user devices
Document all support interactions resolutions and follow up actions in the ticketing system.
Provide guidance and training to users on basic technology functions and best practices.
Compensation: $32.00 - $35.00 per hour
About Us
AHU Technologies INC. is an IT consulting and permanent staffing firm that meets and exceeds the evolving IT service needs of leading corporations within the United States. We have been providing IT solutions to customers from different industry sectors helping them control costs and release internal resources to focus on strategic issues.
AHU Technologies INC. was co-founded by visionary young techno-commercial entrepreneurs who remain as our principal consultants. Maintaining working relationships with a cadre of other highly skilled independent consultants we have a growing number of resources available for development projects. We are currently working on Various projects such as media entertainment ERP Solutions data warehousing Web Applications Telecommunications and medical to our clients all over the world.
Required Experience:
IC
About Company
AHU Technologies offers SAP Services, E-commerce, Web Development, SEO & Digital Marketing, Graphic Designing, Camera Surveillance, & Accounting services.
