Helpdesk Specialist Journeyman

DCPS Helpdesk Specialist (Journeyman) — On-site, Washington, DC

About This Role

The DC Office of the Chief Technology Officer (OCTO Helps) is adding to its DC Public Schools (DCPS) technical support team. As a Helpdesk Specialist, you will respond to and diagnose problems through discussion with users, resolve technical issues and close out assigned service/incident requests within agency SLAs, and provide a high level of daily customer service. You will support District-owned desktop software (Windows and Apple operating systems, Microsoft Office/Project/Visio/Outlook, and endpoint management tools), troubleshoot agency-specific and web applications, support mobile devices, and coordinate multi-tiered support with other technical teams. This is a 100% on-site role in Washington, DC, and you must be able to travel around the District.

Qualifications

• Bachelor’s degree in IT or a related field, or equivalent experience
• 6–10 years of technical support experience
• 6+ years providing second-tier (Tier 2) support to end users, servers, or mainframe apps/hardware
• 6+ years of strong customer service, including making nontechnical users comfortable with complex technology
• 6+ years troubleshooting complex software-related issues
• 5+ years of Microsoft Office Suite knowledge
• Highly desired: supporting Windows 11 and macOS desktops; diagnosing end-user computer/peripheral problems; documenting/tracking/monitoring problems

Required Skills

• Second-tier (Tier 2) end-user technical support and incident resolution
• Troubleshooting complex software, agency-specific, and web application issues
• Diagnosing and resolving end-user computer and peripheral problems
• Desktop operating system support (Windows and macOS)
• Mobile device support (iPad, iPhone, Android, tablets)
• Logging, routing, tracking, and monitoring service requests/incidents in an incident-management system (per SLAs)
• Strong customer service — explaining complex technology to nontechnical users
• Adhering to enterprise security policies for District-owned resources
• *Software proficiency:* Microsoft Office / Project / Visio / Outlook, Windows & Apple operating systems, and endpoint-management tools