Collaboredge

Short Description: 
Provides first-line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed 
 
Complete Description: 
 
The Help Desk Technician provides first‑line technical support to District government employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports District’s mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams. 
 
Key Responsibilities 
Technical Support & Troubleshooting 

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals. 
• Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. 
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. 
• Diagnose and resolve hardware failures, software errors, and configuration issues. 

Customer Service & Communication 

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins. 
• Deliver clear, courteous, and professional communication to end users. 
• Document all support interactions, resolutions, and follow‑up actions in the ticketing system. 
• Provide guidance and training to users on basic technology functions and best practices. 

System & Device Management 

• Install, configure, and update software and operating systems on end‑user devices. 
• Support device imaging, deployment, and lifecycle management. 
• Maintain inventory of IT equipment, ensuring accurate tracking and documentation. 

Escalation & Collaboration 

• Escalate complex or unresolved issues to specialized teams (network, security, server, or application support). 
• Collaborate with other IT staff to identify recurring issues and recommend improvements. 
• Participate in incident response efforts when needed, including outages or critical system disruptions. 

Security & Compliance 

• Ensure all devices and systems comply with District security policies. 
• Support patching, antivirus updates, and security configurations on end‑user devices. 
• Report potential security incidents or vulnerabilities to the appropriate teams. 

Required Qualifications 

• High school diploma or equivalent; associate degree or technical certification preferred. 
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as 
• Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. 
• Ability to troubleshoot hardware, software, and network issues. 
• Excellent communication, customer service, and problem‑solving skills. 

Preferred Qualifications 

• CompTIA A+, Network+, or Security+ certification. 
• Experience supporting government or large enterprise environments. 
• Knowledge of ITIL practices and service management principles. 

Key Competencies 

• Strong customer‑service orientation. 
• Ability to work independently and as part of a team. 
• Patience, professionalism, and attention to detail. 
• Ability to manage multiple tasks in a fast‑paced environment. 

 
Responsibilities:
1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.
Minimum Education/Certification Requirements: 
Bachelor’s degree in IT or related field or equivalent experience 
 
 
Candidate Skills Matrix: 
 
Following sections are to be filled by the candidate: 
 
Skills  | Required/Desired  | No. of Years  | How many years of experience candidate has?
Bachelor’s degree in IT or related field or equivalent experience   | Highly desired  | 20  | 
16+ yrs. diagnosing and resolving end user computer/computer peripherals problems   | Required  | 16  | 
16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware   | Required  | 16  | 
16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems   |  Highly desired  | 16  | 
Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as   | Required   | 10  | 
Install, configure, and update software and operating systems on end user devices.   | Required   | 16  | 
Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.   | Required   | 16  | 
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.   | Required   | 10  | 
Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.   | Required   | 16  | 
Diagnose and resolve hardware failures, software errors, and configuration issues.   | Required   | 16  | 
Deliver clear, courteous, and professional communication to end users.   | Required   | 16  | 
Install, configure, and update software and operating systems on end user devices   | Required   | 16  | 
Document all support interactions, resolutions, and follow up actions in the ticketing system.   | Required  | 16  | 
Provide guidance and training to users on basic technology functions and best practices.   | Required  | 16  |  
 
  
 
  
Background check:   
 

• Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.