Helpdesk Specialist Tier II
Employment Type: Onsite
Annexa is currently working with D.C. Public Schools and is searching for a Helpdesk Specialist to join the Technical Support team. As a Helpdesk Specialist, you will respond to and diagnose problems through discussion with users. This position is on-site and requires travel to and around D.C. Responsibilities: - Resolve technical issues and close out the 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.
Required Skills: - Bachelor's Degree in IT or related field, or equivalent experience.
- Providing second-tier support to end users, server, or mainframe apps/ hardware.
- Strong customer service skills.
- Expertise in troubleshooting complex software-related issues.
- Can demonstrate experience with making nontechnical users comfortable with complex technology concepts.
- Knowledge of Microsoft Office Suite.
- Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10. 10 X).
- Diagnosing and resolving end-user computer/ computer peripherals problems.
- Documenting, tracking, and monitoring end-user, server, or hardware problems.
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