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.