OCTO -DCPS Helpdesk Specialist

Skill Required /Desired Amount of Experience Bachelor s degree in IT or related field or equivalent experience Required 5 Years Providing second-tier support to end users, server, or mainframe apps/hardware Required 3 Years Strong Customer Service Skills Required 3 Years Expertise in troubleshooting complex software related issues Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts Required 3 Years Knowledge of Microsoft Office Suite Required 3 Years Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X) Highly desired 5 Years Diagnosing and resolving end user computer/computer peripherals problems Highly desired 5 Years Documenting, tracking, and monitoring end user, server, or hardware problems Highly desired 5 Years . Question Question1 Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence.

OCTOHelps is looking to add to its DCPS Technical Support team. The candidate should have 3-10years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.

OCTO Helps is looking to add to its DCPS DC Public School Technical Support team. The candidate should have 3-10 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be able to travel around DC.

Roles and Responsibilities Include:

• Resolve technical issues and closing out assigned.
• Service/Incidents requests within the agency's Service Level Agreements.
• Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources.
• Provide assistance 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 on a daily basis.
• 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 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/Desired Skills

Skill	Required /Desired	Amount	of Experience
Bachelor s degree in IT or related field or equivalent experience	Required	5	Years
Providing second-tier support to end users, server, or mainframe apps/hardware	Required	3	Years
Strong Customer Service Skills	Required	3	Years
Expertise in troubleshooting complex software related issues	Required	3	Years
Can demonstrate experience making nontechnical users comfortable with complex technology concepts	Required	3	Years
Knowledge of Microsoft Office Suite	Required	3	Years
Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X)	Highly desired	5	Years
Diagnosing and resolving end user computer/computer peripherals problems	Highly desired	5	Years
Documenting, tracking, and monitoring end user, server, or hardware problems	Highly desired	5	Years

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?
Question2	What is your candidate's email address?
Question3	Candidates submitted above the hourly NTE Vendor Rate $$.$$ of $$.$$ will not be considered. Do you agree to this requirement?
Question4	There are no reimbursable expenses. Do you agree to this requirement?
Question5	By submitting your candidate to this requisition, you are indicating your company s acceptance of the terms and conditions contained within the Supplier Agreement and Amendment #2022-01 to the Supplier Agreement. Do you agree to this requirement?

Existing Incumbent Resource?: Yes