We are looking for Helpdesk Specialist Master (Min 16+ years of exp) ONSITE

(Webcam Interview)

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 1

Length: 4-18 Months+

Location: Washington, DC 20024

Immediate interviews Webcam Interview

Please Note that this position is ONSITE

Provides first-line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed

Position Summary

The Help Desk Technician provides first line technical support to District government employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports District's mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Key Responsibilities

Technical Support & Troubleshooting

Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
Diagnose and resolve hardware failures, software errors, and configuration issues.

Customer Service & Communication

Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk ins.
Deliver clear, courteous, and professional communication to end users.
Document all support interactions, resolutions, and follow up actions in the ticketing system.
Provide guidance and training to users on basic technology functions and best practices.

System & Device Management

Install, configure, and update software and operating systems on end user devices.
Support device imaging, deployment, and lifecycle management.
Maintain inventory of IT equipment, ensuring accurate tracking and documentation.

Escalation & Collaboration

Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
Collaborate with other IT staff to identify recurring issues and recommend improvements.
Participate in incident response efforts when needed, including outages or critical system disruptions.

Security & Compliance

Ensure all devices and systems comply with District security policies.
Support patching, antivirus updates, and security configurations on end user devices.
Report potential security incidents or vulnerabilities to the appropriate teams.

Required Qualifications

High school diploma or equivalent; associate degree or technical certification preferred.
Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as
Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.
Ability to troubleshoot hardware, software, and network issues.
Excellent communication, customer service, and problem solving skills.

Preferred Qualifications

CompTIA A+, Network+, or Security+ certification.
Experience supporting government or large enterprise environments.
Knowledge of ITIL practices and service management principles.

Key Competencies

Strong customer service orientation.
Ability to work independently and as part of a team.
Patience, professionalism, and attention to detail.
Ability to manage multiple tasks in a fast paced environment.

JOB DESCRIPTION
Responsibilities:
1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:
Bachelor's degree in IT or related field or equivalent experience

Required/Desired Skills

Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.

Skill Matrix

Experience with Business workflow processes

Required / Desired

Amount

of Experience

Bachelor's degree in IT or related field or equivalent experience

Highly desired

Years

16+ yrs. diagnosing and resolving end user computer/computer peripherals problems

Required

Years

16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware

Required

Years

16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems

Highly desired

Years

Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as

Required

Years

Install, configure, and update software and operating systems on end user devices.

Required

Years

Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.

Required

Years

Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.

Required

Years

Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.

Required

Years

Diagnose and resolve hardware failures, software errors, and configuration issues.

Required

Years

Deliver clear, courteous, and professional communication to end users.

Required

Years

Install, configure, and update software and operating systems on end user devices

Required

Years

Document all support interactions, resolutions, and follow up actions in the ticketing system.

Required

Years

Provide guidance and training to users on basic technology functions and best practices.

Required

Years

Helpdesk Specialist Master with Min 16yrs exp (Webcam Interview) (ONSITE_Only local to DMV Area)

Key skills

About this role