Help Desk Analyst Level 1

Job Description

Short Description:

The Helpdesk Specialist is a first level rep to the Client technical support team. They answer a variety of technical inquiries, documenting issues & alerting senior staff in a timely fashion.

Complete Description:

The Client is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:

Customer Support Entry Roles and Responsibilities

Answer calls in a dynamic IT operations environment, supporting multiple agencies

Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia

Log and route service requests and incidents in an incident management system

Create and maintain knowledge articles in the agency's knowledge management system on a daily basis

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 select and implement cost-effective technology for District x

Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests

Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Skills Matrix

Bachelor's degree in IT or related field or equivalent experience

Customer service support experience in either a face to face or phone support role.

Excellent written and verbal communication skills in a professional setting

Provide technical support to computer system users by telephone, email, and etc.

Maintain computers, systems, and printers in a professional setting

Expertise in supporting desktop operating systems (Windows 10, 11 and MAC OSX 10.10x)

Install and troubleshoot computer operating systems (Windows)

Experience providing technical support in a call center environment where the candidate received multiple calls at once.

Provide customer-oriented results and build an efficient end-user support environment.

Experience with basic Active Directory functions such as account creations, password resets, and OU Management

Knowledge of Microsoft Office Suite (Office 365)

Microsoft Certifications: MCP, CompTIA A+ etc.

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