What are the responsibilities and job description for the Entry-Level Helpdesk Specialist position at Changing Technologies, Inc.?
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