IT Helpdesk Analyst (Level 1 / L1 Support)

Job Description: 

Short Description:

The Helpdesk Specialist is a first level rep to the Client technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion.

Complete Description: 

Employment Type: Contract w2/1099/C2C

The Client is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
 
 Customer Support Entry Roles and Responsibilities
i. Answer calls in a dynamic IT operations environment, supporting multiple agencies
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
iii. Log and route service requests and incidents in an incident management system
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
v. Provide a high level of customer service to end users on a daily basis
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
vii. Troubleshoot issues related to agency specific applications and web applications
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Skills Matrix 

 

 

·       Bachelor’s degree in IT or related field or equivalent experience

·       Customer service support experience in either a face to face or phone support role.

·       Excellent written and verbal communication skills in a professional setting

·       Provide technical support to computer system users by telephone, email, and etc.

·       Maintain computers, systems, and printers in a professional setting

·       Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)

·       Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)

·       Experience providing technical support in a call center environment where the candidate received multiple calls at once.

·       Provide customer-oriented results and build an efficient end-user support environment.

·       Experience with basic Active Directory functions such as account creations, password resets, and OU Management

·       Knowledge of Microsoft Office Suite (Office 365)

·       Microsoft Certifications: MCP, Windows, 10, CompTIA A etc.