Job Description
Location: Washington, DC
Project End Date: 2 Months (With Possible extension to next fiscal year)
Description:
- Resolve technical issues and close 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 daily.
- 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.
Responsibilities:
- Responds to and diagnoses problems through discussion with users.
- Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervises operation of help desk and serves as focal point for customer concerns.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, emails, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- 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 problems.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
Minimum Education/Certification Requirements:
- Bachelor's degree in IT or related field or equivalent experience
Skill Assessment: (Please include the years of experience last used and brief description of skills below, information is to be submitted along with the resume)
| Skill | Required / Desired | Amount of Experience | Years Used | Short Brief Description | Project |
| Bachelor's degree in IT or related field or equivalent experience | Required | 10 Years | | | |
| Installing and configuring system hardware/software in an enterprise environment | Required | 6 Years | | | |
| Proficient time management skills Required and detail oriented organizational skills | Required | 6 Years | | | |
| Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X) | Required | 6 Years | | | |
| Experience using an endpoint management tool to provide remote support | Required | 3 Years | | | |
| 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 | 3 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 365) | Required | 3 Years | | | |
| Microsoft Certifications: MCP | Highly desired | | | |
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