IT Helpdesk Analyst (Level 1 / L1 Support) at AHU Technologies Recruitment in DC-Washington-20009

Job description

• The Helpdesk Specialist is a first level rep to the Client technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion.
• Employment Type: Contract w2/1099/C2C
• 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:

Responsibilities

• i. Answer calls in a dynamic IT operations environment, supporting multiple agencies
• ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
• iii. Log and route service requests and incidents in an incident management system
• iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
• v. Provide a high level of customer service to end users on a daily basis
• vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
• vii. Troubleshoot issues related to agency specific applications and web applications
• viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
• ix. 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
• xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
• xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources

Requirements

• · 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 10.10.x)
• · Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)
• · 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, Windows, 10, CompTIA A+ etc.

Skills

Required

• Microsoft Office Suite (Office 365)
• Windows 10, 11
• Mac OSX 10.10.x

Benefits

• Compensation: $21.00 - $24.00 per hour