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ADC Management Solutions · 3 weeks ago

Help Desk Specialist (Tier I-III)

DC - Washington, DC 20010

Full-time

Onsite

Entry, Mid Level

$25/hr - $30/hr

ADC Management Solutions is seeking to hire Help Desk Specialist (Tier I-III) for an ongoing contractual opportunity! This position involves providing IT consulting and administrative solutions to Government and Commercial Clients, with responsibilities including user support, issue assessment, and incident reporting.

Human Resources

Diversity & Inclusion

Responsibilities

Handles inquiries from users for multiple applications. Performs basic user-problem analyses for the help desk

Assesses the customers’ issue, performs initial triage, documents the problem, etc

Creates incident reports and ensures the customer contract information is accurate and complete

Performs basic user-problem analyses for the help desk

Assists with monitoring the network management systems and promptly respond to customer requests and issues

Coordinates efforts with staff associates to resolve problems; logs and tracks requests for assistance related to the application etc

Assists in conducting periodic user satisfaction surveys and tracking user problem trends

Contributes to the preparation of procedure manuals and documentation for help desk use as well as other duties assigned

Qualification

Microsoft ProductsTechnical SupportITIL FrameworkMobile Device SupportCustomer ServiceTeam CollaborationPresentation SkillsWriting Skills

Required

Answer calls in a dynamic IT operations environment, supporting multiple agencies

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 select and implement cost-effective technology for District

Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential

Well-developed presentation, telephone and writing skills

Ability to multi-task and must be able to work in a team environment

Must be able to pass a criminal history information background check and fingerprinting