Helpdesk Specialist - Tier II

Helpdesk Specialist Tier II Employment Type: Onsite Annexa is currently working with D.C. Public Schools and is searching for a Helpdesk Specialist to join the Technical Support team. As a Helpdesk Specialist, you will respond to and diagnose problems through discussion with users. This position is on-site and requires travel to and around D.C.

Responsibilities

Resolve technical issues and close out the assigned. Service/Incident requests within the agency's Service Level Agreements. Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources. Assist 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 daily. 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 the 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 Skills

Bachelor's Degree in IT or related field, or equivalent experience. Providing second-tier support to end users, server, or mainframe apps/ hardware. Strong customer service skills. Expertise in troubleshooting complex software-related issues. Can demonstrate experience with making nontechnical users comfortable with complex technology concepts.

Knowledge of Microsoft Office Suite. Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10. 10 X). Diagnosing and resolving end-user computer/ computer peripherals problems. Documenting, tracking, and monitoring end-user, server, or hardware problems.