OCTO - DCPS Helpdesk Specialist Journeyman

Short Description: 
OCTOHelps is looking to add to its DCPS Technical Support team. The candidate should have 6-10years 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: 

• OCTO Helps is looking to add to its DCPS DC Public School 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.
   
  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. 

 
Candidate Skills Matrix: 
 
Following sections are to be filled by the candidate: 
 
Skills  | Required/Desired  | No. of Years  | How many years of experience candidate has?
Bachelor’s degree in IT or related field or equivalent experience   | Required  | 10  | 
Providing second-tier support to end users, server, or mainframe apps/hardware   | Required  | 6  | 
Strong Customer Service Skills   | Required  | 6  | 
Expertise in troubleshooting complex software related issues   | Required  | 6  | 
Can demonstrate experience making nontechnical users comfortable with complex technology concepts   | Required   | 6  | 
Knowledge of Microsoft Office Suite  | Required   | 5  | 
Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)   |  Highly desired  | 5  | 
Diagnosing and resolving end user computer/computer peripherals problems   |  Highly desired  | 5  | 
Documenting, tracking, and monitoring end user, server, or hardware problems   |  Highly desired  | 5  |  
 
  
 
  
Background check:   
 

• Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.