2+ Years Helpdesk Specialist Entry

<div class="trix-content"> <div>Role :  Helpdesk Specialist Entry<br>Client : DC Government<br>Location : Washington, DC (Onsite)<br><br>Job Description: <br><br>Complete Description:<br>The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:<br><br>Work Arrangement / Schedule<br> <br><strong>Onsite - 6 PM - 6 AM: Wed, Thurs, Fri<br><br>Sunday: 6AM - 2:30 PM every other week 8hrs</strong><br><br>Customer Support Entry Roles and Responsibilities<br>i. Answer calls in a dynamic IT operations environment, supporting multiple agencies<br>ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia<br>iii. Log and route service requests and incidents in an incident management system<br>iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis<br>v. Provide a high level of customer service to end users on a daily basis<br>vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications<br>vii. Troubleshoot issues related to agency specific applications and web applications<br>viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets<br>ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District<br>x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests<br>xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents<br>xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources<br><br> </div><div> </div> </div>

Provides first-level technical support and IT services.