Help Desk Specialist

The Helpdesk Specialist is a first level rep to the technical support team. We are 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:

Work Arrangement / Schedule: Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs; Candidates based out of DMV area preferred.

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