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DC OCTO -DCPS Helpdesk Specialist Journeyman (725854) Office of the Chief Technology Office DC Public Schools 2/9/2024 Onsite Local Candidates only Engagement Type: Contract Short Description: OCTOhelps is looking to add to its DCPS Technical Support. 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 comfortable with getting around DC. Complete Description: Resolve technical issues and closing out assignedService/Incidents requests within the agency's Service Level Agreements ii. Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned Resources iii. Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (bothWindows and Apple), off-the-shelf products (e. g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools iv. Log and route service requests and incidents in an incident management system. v. Provide a high level of customer service to end users on a daily basis ix. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications vi. Troubleshoot issues related to agency specific applications and web applications vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District viiii. Maintain service level agreements related to Desk Side support Service/Incident requests x. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents. --------------------------------------------- CONTRACT JOB DESCRIPTIONResponsibilities: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:Bachelors degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience. Client Information Work Location: OCTO - 200 I Street, SE Washington DC 20003 OCTO - Office of the Chief Technology Officer Project: Required/Desired Skills Required /Desired Skill Required /Desired Amount of Experience 6-10 yrs installing and configuring system hardware/software in an enterprise environment Required 6 Years 6-10 yrs installing operating system Required (OS) patches and upgrades Required 6 Years Expertise in supporting desktop operating systems (Windows 10 Mac OSX Required 3 Years Bachelors degree in IT or related field or equivalent experience Required 10 Years Experience using an endpoint management tool to provide remote support Required 3 Years Strong Customer Service Skills Required 3 Years Experience providing administrative support in an IT environment Required 6 Years Proficient time management skills Required and detail oriented organizational skills Required 6 Years Microsoft Certifications: MCP Desired Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform Required 3 Years Expertise in troubleshooting hardware related issues Required 6 Years Expertise in troubleshooting complex software related issues Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts Required 3 Years Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) Required 2 Years