Helpdesk Specialists at ABBTECH Professional Resources
Washington, DC 20003
About the Job
This program requires US Citizenship or Green Card (Lawful Permanent Residents)
100% Onsite and must be comfortable with getting around DC.
Executive Summary: . The candidates should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users.
Position Description:
- Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements
- Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources
- Assist 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 daily
- 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 the 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
Position Responsibilities:
- Responds to and diagnoses problems through discussion with users.
- Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervises help desk operation and is a focal point for customer concerns.
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Respond to telephone calls, emails, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
- Interacts with network services, software systems engineering, and applications development to restore service and identify and correct core problems.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
Minimum Education/Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience; IT-related certifications (CompTIA or equivalent) or equivalent work experience.
Skills Matrix:
Skill | Required / Desired | Years of Experience
6 yrs installing and configuring system hardware/software in an enterprise environment | Required | 6
6 yrs installing operating system Required (OS) patches and upgrades | Required | 6
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3
Bachelor’s degree in IT or related field or equivalent experience | Required | 6
Experience using an endpoint management tool to provide remote support | Required | 3
Strong Customer Service Skills | Required | 3
Experience providing administrative support in an IT environment | Required | 6
Proficient time management skills Required and detail oriented organizational skills | Required | 5
Microsoft Certifications: MCP | Desired
Experience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3
Expertise in troubleshooting hardware related issues | Required | 6
Expertise in troubleshooting complex software related issues | Required | 3
Can demonstrate experience making nontechnical users comfortable with complex technology concepts | Required | 3
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 2
- Benefits (Regular, Full Time Employees):
- Medical, Dental, and Vision offerings
- Weekly Direct Deposit
- Paid Holidays and Personal Time Off
- 401(k) with match
- Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
- Pre-Paid Legal and Employee Assistance Programs
- Northwest Federal Credit Union Membership
- BB&T @ Work Program
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans