Job Description: Short Description: Client helps is looking to add to its client Technical Support. The candidate should have 6-10 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be comfortable with getting around DC. Complete Description: Resolve technical issues and close out assigned Service/Incident 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 and widespread security incidents. Responsibilities: Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, emails, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Minimum Education/Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience; IT-related certifications (CompTIA or equivalent) or equivalent work experience. Skills Matrix: 6 yrs installing and configuring system hardware/software in an enterprise environment. Required 6 Years 6 yrs installing operating system (OS) patches and upgrades. Required 6 Years Expertise in supporting desktop operating systems (Windows 10, Mac OSX 10.10.X). Required 3 Years Bachelor’s degree in IT or related field or equivalent experience. Required 6 Years Experience using an endpoint management tool to provide remote support. Required 3 Years Strong Customer Service Skills. Required 3 Years Experience providing administrative support in an IT environment. Required 6 Years Proficient time management skills and detail-oriented organizational skills. Required 5 Years Microsoft Certifications: MCP. Desired Experience managing service requests for IT support in ServiceNow or a similar ITSM platform. Required 3 Years Expertise in troubleshooting hardware-related issues. Required 6 Years Expertise in troubleshooting complex software-related issues. Required 3 Years Can demonstrate experience making non-technical users comfortable with complex technology concepts. Required 3 Years Knowledge of Microsoft Office Suite (Office 2010+ and Office 365). Required 2 Years #J-18808-Ljbffr AHU Technologies Inc
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