MARCH (formerly Peak Technology Solutions) · 9 hours ago
Help Desk Specialist
Washington, DC
Full-time
Onsite
Senior Level
$20/hr - $25/hr
6+ years expPeak Technology Solutions, Inc is seeking a dynamic and proactive Help Desk Specialist. The specialist will respond to and diagnose problems through discussion with users, providing technical support and ensuring adherence to security policies while delivering high-quality customer service.
ConsultingIndustrialIndustrial Automation
Responsibilities
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
Qualification
Required
6-10 years of experience in Help Desk support
Ability to travel around DC
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
Preferred
Bachelor's degree
Providing second-tier support to end users: 6 years
Strong Customer Service Skills: 6 years
Troubleshooting complex software related issues: 6 years
Making nontechnical users comfortable with technology: 6 years
Microsoft Office Suite: 5 years
Supporting desktop operating systems (Windows/Mac): 5 years
Diagnosing and resolving end user computer issues: 5 years
Documenting, tracking, and monitoring end user issues: 5 years
Location: Washington, DC 20591
Company
MARCH (formerly Peak Technology Solutions)
We are March. The leading provider of critical engineering services.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase