Entry-Level Helpdesk Specialist

About the Role

Our government client, the Office of the Chief Technology Officer (OCTO), is seeking a dedicated and enthusiastic Entry-Level Helpdesk Specialist. This onsite role is ideal for a first-level technical support representative responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. You will be a key part of a dynamic IT operations environment, supporting multiple agencies within the District of Columbia.

Essential Responsibilities

• Answer calls in a dynamic IT operations environment, supporting multiple agencies.
• Provide desktop support for technical issues in a Call Center environment and off-site locations.
• Log and route service requests and incidents using an incident management system.
• Create and maintain knowledge articles in the agency's knowledge management system daily.
• Provide a high level of customer service to end-users daily.
• Provide technical expertise related to Microsoft Products (Office, Windows OS) and other Microsoft applications.
• Troubleshoot issues related to agency-specific applications and web applications.
• Provide technical support for mobile devices (iPads, iPhones, Android devices, tablets).
• Collaborate with the IT leadership team to select and implement cost-effective technology solutions.
• Maintain service level agreements for both Call Center and Desk Side support.
• Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
• Adhere to all Enterprise-wide security policies for District-owned Resources.

Work Arrangement / Schedule

• Onsite - 3 Days-12-hour shifts (6 PM - 6 AM)
• 1 Day every other week 8-hour shift (Sunday: 9 AM - 6 PM)

Required Qualifications

• Bachelor's degree in IT or a related field, or equivalent experience (5 years).
• 2 years of customer service support experience (face-to-face or phone).
• 2 years of excellent written and verbal communication skills in a professional setting.
• 1 year of experience providing technical support to computer system users via telephone, email, etc.
• 1 year of experience maintaining computers, systems, and printers in a professional setting.
• 1 year of expertise in supporting desktop operating systems (Windows 10, 11, Mac OSX 10.10.x).
• 1 year of experience installing and troubleshooting computer operating systems (Windows 10, 11, Mac OSX 10.10.x).
• 1 year of experience providing technical support in a call center environment, handling multiple calls.
• 1 year of experience providing customer-oriented results and building an efficient end-user support environment.
• 1 year of experience with basic Active Directory functions (account creations, password resets, OU Management).
• 1 year of knowledge of Microsoft Office Suite (Office 365).
• Ability to pass a criminal background check including warrants.

Preferred Qualifications

• Microsoft Certifications (MCP, Windows, 10).
• CompTIA A certification.

Why Join Us

This is an excellent opportunity to launch your IT career within a government agency, gaining valuable experience in a dynamic helpdesk environment. You'll contribute to vital IT operations, develop diverse technical skills, and ensure seamless support for multiple agencies.

Location: 200 I Street, SE, Washington DC 20003 (Onsite)

Job Types: Full-time, Contract

Pay: From $35.75 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Experience:

• IT or related Bachelor's degree: 5 years (Required)
• Customer service support: 2 years (Required)
• Professional written & verbal communication: 2 years (Required)
• Technical support: 1 year (Required)
• Maintaining computers, systems, printers: 1 year (Required)
• Supporting Windows/Mac desktop OS: 1 year (Required)
• Installing/troubleshooting Windows/Mac OS: 1 year (Required)
• Call center technical support: 1 year (Required)
• Customer-oriented end-user support: 1 year (Required)
• Basic Active Directory functions: 1 year (Required)
• Microsoft Office Suite : 1 year (Required)
• Microsoft Certifications: MCP, Windows , 10, CompTIA A etc.: 1 year (Required)

License/Certification:

• U.S. Citizenship or a Green Card (Required)

Ability to Commute:

• Washington, DC 20003 (Required)

Work Location: In person

Salary : $36