Tier 1 Help Desk Support

 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.

Requirements

• Bachelor’s degree in IT or related field or equivalent      experience
• Providing second-tier support to end users, server, or mainframe      apps/hardware
• Strong Customer Service Skills
• Expertise in troubleshooting complex software related      issues
• Can demonstrate experience making nontechnical users comfortable      with complex technology concepts
• Knowledge of Microsoft Office Suite
• Expertise in supporting desktop operating systems (Windows 11 Mac      OSX 10.10.X)
• Diagnosing and resolving end user computer/computer peripherals      problems
• Documenting, tracking, and monitoring end user, server, or hardware      problems