Helpdesk Specialist

Job Title: Helpdesk Specialist

Position Summary

Dhaka Technologies Limited Company is hiring a Helpdesk Specialist for a DC Government client. The client is looking to add to its technical support team serving the District's public school system.

The candidate should have six to ten years of experience. The Helpdesk Specialist will respond to and diagnose problems through discussion with users. This is a 100 percent onsite role, and the candidate will need to be able to travel around the District of Columbia.

Roles and Responsibilities

• Resolve technical issues and close out assigned service and incident requests within the agency Service Level Agreements.
  
• Adhere to all enterprise-wide security policies related to the security and integrity of District-owned resources.
  
• Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems for both Windows and Apple, off-the-shelf products such as Microsoft Office, Project, Visio, and 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, and 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 and incident requests.
  
• Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.
  

Required and Desired Skills Matrix

1. Bachelor's degree in IT or a related field, or equivalent experience. Required, 10 years.
   
2. Providing second-tier support to end users, servers, or mainframe applications and hardware. Required, 6 years.
   
3. Strong customer service skills. Required, 6 years.
   
4. Expertise in troubleshooting complex software-related issues. Required, 6 years.
   
5. Demonstrated experience making non-technical users comfortable with complex technology concepts. Required, 6 years.
   
6. Knowledge of the Microsoft Office Suite. Required, 5 years.
   
7. Expertise in supporting desktop operating systems, including Windows 11 and Mac OS X 10.10.x. Highly desired, 5 years.
   
8. Diagnosing and resolving end user computer and computer peripheral problems. Highly desired, 5 years.
   
9. Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired, 5 years.
   

How to Apply

Interested candidates who meet the qualifications should send their resume to [email protected].