Job Description:
Short Description:
Client is looking to add to its Client 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.
Complete Description:
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.
Skills:
- Bachelor’s degree in IT or related field or equivalent experience. Required 10 Years
- Installing and configuring system hardware/software in an enterprise environment.
- Installing operating system Required (OS) patches and upgrades. Required 6 Years
- Proficient time management skills Required and detail oriented organizational skills.
Required 6 Years
- Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X).
- Experience using an endpoint management tool to provide remote support.
- Strong Customer Service Skills. Required 3 Years
- Experience managing service requests for IT support in ServiceNow or a similar ITSM platform. Required 3 Years
- Expertise in troubleshooting hardware related issues. Required 2 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 3 Years
- Microsoft Certifications: MCP. Highly desired
