OCTO -DCPS Helpdesk Specialist

OCTO -DCPS Helpdesk Specialist
Roles and Responsibilities Include:

·       Resolve technical issues and closing out assigned.

·       Service/Incidents 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, widespread security incidents.

REQUIRED SKILLSETS:

·       Bachelor’s degree in IT or related field or equivalent experience

·       Providing second-tier support to end users, server, or mainframe apps/hardware – 3 Years

·       Strong Customer Service Skills – 3 Years

·       Expertise in troubleshooting complex software related issues – 3 Years

·       Can demonstrate experience making nontechnical users comfortable with complex technology concepts – 3 Years

·       Knowledge of Microsoft Office Suite – 3 Years

·       Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X0 -Highly desired 5 Years

·       Diagnosing and resolving end user computer/computer peripherals problems- Highly desired 5 Years

·       Documenting, tracking, and monitoring end user, server, or hardware problems -Highly desired 5 Years