OCTO - DCPS Helpdesk Specialist Journeyman (788300)

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.

Requirements

• Bachelor’s degree in IT or related field or equivalent experience--Required 10 Years
• Providing second-tier support to end users, server, or mainframe apps/hardware--Required 6 Years
• Strong Customer Service Skills--Required 6 Years
• Expertise in troubleshooting complex software related issues--Required 6 Years
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts--Required 6 Years
• Knowledge of Microsoft Office Suite--Required 5 Years
• Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)--Highly desired 5 Years
• Diagnosing and resolving end user computer/computer peripherals problems--Highly desired 5 Years
• Documenting, tracking, and monitoring end user, server, or hardware problems--Highly desired 5 Years