Helpdesk Specialist Journeyman

DCPS Helpdesk Specialist (Journeyman) — On-site, Washington, DC

Client / Agency
DC Office of the Chief Technology Officer (OCTO Helps) — DC Public Schools (DCPS)
Work Arrangement
On-site (100%)
Location
Washington, DC (must be able to travel around DC)
Duration
Contract (Potential Extension)
Schedule
Monday–Friday, 8 hours/day
Bill Rate (NTE)
$41.61/hour — submissions above this rate will not be considered
Education
Bachelor’s in IT or related field, or equivalent experience

About This Role

The DC Office of the Chief Technology Officer (OCTO Helps) is adding to its DC Public Schools (DCPS) technical support team. As a Helpdesk Specialist, you will respond to and diagnose problems through discussion with users, resolve technical issues and close out assigned service/incident requests within agency SLAs, and provide a high level of daily customer service. You will support District-owned desktop software (Windows and Apple operating systems, Microsoft Office/Project/Visio/Outlook, and endpoint management tools), troubleshoot agency-specific and web applications, support mobile devices, and coordinate multi-tiered support with other technical teams. This is a 100% on-site role in Washington, DC, and you must be able to travel around the District.

Qualifications

Bachelor’s degree in IT or a related field, or equivalent experience
6–10 years of technical support experience
6+ years providing second-tier (Tier 2) support to end users, servers, or mainframe apps/hardware
6+ years of strong customer service, including making nontechnical users comfortable with complex technology
6+ years troubleshooting complex software-related issues
5+ years of Microsoft Office Suite knowledge
Highly desired: supporting Windows 11 and macOS desktops; diagnosing end-user computer/peripheral problems; documenting/tracking/monitoring problems

Required Skills

Second-tier (Tier 2) end-user technical support and incident resolution
Troubleshooting complex software, agency-specific, and web application issues
Diagnosing and resolving end-user computer and peripheral problems
Desktop operating system support (Windows and macOS)
Mobile device support (iPad, iPhone, Android, tablets)
Logging, routing, tracking, and monitoring service requests/incidents in an incident-management system (per SLAs)
Strong customer service — explaining complex technology to nontechnical users
Adhering to enterprise security policies for District-owned resources
*Software proficiency:* Microsoft Office / Project / Visio / Outlook, Windows & Apple operating systems, and endpoint-management tools