Resolve technical issues and closing out assigned
i Service/Incidents requests within the agency's Service Level Agreements
ii. Adhere to all Enterprise-wide security policies related to security and integrity of Districtowned Resources
iii. 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
iv. Log and route service requests and incidents in an incident management system.
v. Provide a high level of customer service to end users on a daily basis ix.Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
vi. Troubleshoot issues related to agency specific applications and web applications
vii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets viii. Collaborate with the IT leadership team to test and implement cost effective technology for District
viiii. Maintain service level agreements related to Desk Side support Service/Incident requests
x. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.
Job Type: Full-time
Schedule:
Experience:
- installing and configuring system hardware/software: 1 year (Preferred)
- installing operating system/patches and upgrades: 1 year (Preferred)
- supporting desktop operating systems: 1 year (Preferred)
- using an endpoint management tool to provide remote support: 1 year (Preferred)
- Strong Customer Service Skills: 1 year (Preferred)
- providing administrative support in an IT environment: 1 year (Preferred)
- time management skills: 2 years (Preferred)
- managing service requests for IT support in ServiiceNow: 1 year (Preferred)
- troubleshooting hardware related issues: 1 year (Preferred)
- troubleshooting complex software related issues: 1 year (Preferred)
- Microsoft Office Suite (Office 2010+ and Office 365): 1 year (Preferred)
- making nontechnical users comfortable with technology: 1 year (Preferred)
License/Certification:
Ability to Relocate:
- Washington, DC: Relocate before starting work (Required)
Work Location: In person