Role: Helpdesk Specialist Senior
Client: DC Government
Location : Washington, DC (Onsite - In Person interview)
Job Description:
Responsibilities
- Provides technical assistance to computer system users in a Windows-based environment.
- Configures, prepares, and deploys new desktop and laptop computers for staff, including installation of required software and security tools.
- Deploys and configures mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
- Identifies, researches, and resolves software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
- Responds to telephone calls, emails, and personnel requests for desktop and mobile device support.
- Documents, tracks, and monitors reported issues to ensure timely and complete resolution.
- Provides support for printing devices, including installation of printers, troubleshooting printing issues, and replacement of consumables.
- Provides support for office copier machines, including installation of print queue troubleshooting copier issues, and replacement of consumables.
- Assists users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
- Provides support for various computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
- Answers questions and resolves computer problems for clients in person, via telephone, or through remote support tools.
- Follows procedures and maintains inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
- Reads and interprets technical manuals and documentation to support troubleshooting and system maintenance.
- Utilizes diagnostic tools and reference materials to assist in resolving hardware and software issues.
- Maintains knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
- Communicates clearly and effectively with end users and IT team members.
- Assists with coordination and implementation of system upgrades, patches, and new hardware/software deployments.
- Provides accurate and complete answers to general computing and administrative questions in a timely manner.
- Implements and supports shared software, including operating systems, configuration management tools, and standard enterprise software applications.
- Communicates status updates clearly and provides timely reporting on work activities, task progress, and issue resolution.
Minimum Education/Certification Requirements:Bachelor’s degree in IT or related field or equivalent experience experience
Job Type: Full-time
Experience:
- Bachelor’s in Business Administration, Economics: 3 years (Preferred)
- 11yrs resolve end user computer/computer problems: 10 years (Preferred)
- 11 yrs Providing second-tier support to end users, server: 10 years (Preferred)
- Documenting, tracking, and monitoring end user, server,: 10 years (Preferred)