What are the responsibilities and job description for the Helpdesk Specialist position at The DNA group?
Location: Washington, DC Work Arrangement: Onsite Duration:12-month contract, with possible extension W-2 or 1099 No C2C, visa transfers, or sponsorship The DNA Group is seeking a Technical Support Specialist to provide onsite technical support, respond to and diagnose user issues, and deliver high-quality customer service across locations. The Specialist will work closely with end users and IT leadership to ensure reliable and secure technology services throughout the district. Overview Requirements: Respond to and diagnose technical issues through direct interaction with users. Resolve service and incident requests within established Service Level Agreements (SLAs). Provide onsite desk-side technical support across multiple DCPS locations. Support Windows and Apple operating systems and District-owned desktop software. Provide technical support for Microsoft products (Office, Outlook, Project, Visio, Windows). Troubleshoot agency-specific and web-based applications. Provide support for mobile devices (iPads, iPhones, Android devices, tablets). Log and manage incidents using an incident management system. Deliver a high level of customer service to end users. Adhere to enterprise-wide security policies and standards. Minimum Qualifications: Bachelor’s degree or equivalent professional experience. 6–10 years of experience providing technical support in an enterprise or educational environment. Strong experience supporting Microsoft products and Windows operating systems. Experience supporting Apple operating systems and mobile devices. Familiarity with incident management and endpoint management tools. Excellent communication and customer service skills. Strong troubleshooting and analytical abilities. Ability to work independently in a fully onsite environment. Experience supporting K–12 education environments and school district personnel. Required Experience: Bachelor’s degree in IT or related field or equivalent experience — 10 Years (Required) Providing second-tier support to end users, server, or mainframe apps/hardware — 6 Years (Required) Strong Customer Service Skills — 6 Years (Required) Expertise in troubleshooting complex software related issues — 6 Years (Required) Can demonstrate experience making nontechnical users comfortable with complex technology concepts — 6 Years (Required) Knowledge of Microsoft Office Suite — 5 Years (Required) Expertise in supporting desktop operating systems (Windows 11, Mac OSX 10.10.X) — 5 Years (Highly Desired) Diagnosing and resolving end user computer and computer peripherals problems — 5 Years (Highly Desired) Documenting, tracking, and monitoring end user, server, or hardware problems — 5 Years (Highly Desired). This Job Is Ideal for Someone Who Is: Effective in environments with multiple stakeholder groups and shifting support priorities Skilled at troubleshooting, end-user support, and technology issue resolution Confident providing technical support end-to-end—from issue diagnosis to resolution and closure Comfortable translating technical concepts into clear, user-friendly explanations Strong at facilitating user interactions, training, and problem-definition conversations Able to balance independent execution with collaboration across IT teams Detail-oriented, organized, and process-focused
Salary : $26 - $33