Veteran Firm Seeking Helpdesk Specialists for Onsite Assignments in Washington, DC
My name is Stephen Hrutka. I lead a Veteran-owned consulting firm in Washington, DC, focused on strategic sourcing, supply chain management, and IT Staffing.
We are looking to fill four (4) Helpdesk Specialist roles for OCTO, the Office of the Chief Technology Officer in the DC Government.
The ideal candidates are DMV residents who have 6+ years of experience installing and configuring system hardware/software in an enterprise environment, 6+ years of experience installing operating system required (OS) patches and upgrades, and 3+ years of expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X).
If you're interested, I'll gladly provide more details about the role and further discuss your qualifications.
Thanks,
Stephen M Hrutka
Principal Consultant
www.hruckus.com
Executive Summary: HRUCKUS seeks to hire four Helpdesk Specialists for our client, who wants to add to their DCPS Technical Support team. The candidates should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users.
Position Description:
Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements
Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources
Assist 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 daily
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 the 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
Position 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 help desk operation and is a focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Respond 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 applications development to restore service and identify and correct core problems.
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; IT-related certifications (CompTIA or equivalent) or equivalent work experience.
Job Details:
Job Arrangement: 100% Onsite and must be comfortable with getting around DC.
Salary: The target annual salary is $42,000-$45,000.
Skills Matrix:
Skill | Required / Desired | Years of Experience
6 yrs installing and configuring system hardware/software in an enterprise environment | Required | 6
6 yrs installing operating system Required (OS) patches and upgrades | Required | 6
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X) | Required | 3
Bachelor's degree in IT or related field or equivalent experience | Required | 6
Experience using an endpoint management tool to provide remote support | Required | 3
Strong Customer Service Skills | Required | 3
Experience providing administrative support in an IT environment | Required | 6
Proficient time management skills Required and detail-oriented organizational skills | Required | 5
Microsoft Certifications: MCP | Desired
Experience managing service requests for IT support in ServiceNow or a similar ITSM platform | Required | 3
Expertise in troubleshooting hardware-related issues | Required | 6
Expertise in troubleshooting complex software-related issues | Required | 3
Can demonstrate experience in making nontechnical users comfortable with complex technology concepts | Required | 3
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365) | Required | 2