Tier 1 IT Helpdesk Support Technician
- $11 Hourly
- Full-Time
Compensation options: W2 with health benefits: $11 /hour, W2 without health benefits: $14 /hour, 1099: $17 /hour
Supporting The Office of the Chief Technology Officer (OCTO)
Full-Time
200 I Street Southeast, Washington, DC, USA
The Tier 1 IT Helpdesk Support Technician is the first level representative of the technical support team. They answer a variety of technical inquiries documenting issues and alerting senior staff in a timely fashion
Responsibilities Include:
- Answer calls in a dynamic IT operations environment; supporting multiple agencies
- Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
- Log and route service requests and incidents in an incident management system
- Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
- 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 select and implement cost-effective technology for District
- Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
- Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
- Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources
- Provide technical assistance to computer system users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Has knowledge of commonly used concepts, practices, and procedures within a particular field.
- Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
- May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
- Reads and comprehends technical service manuals and publications.
- Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
- Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Strong communication skills.
- Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.
- Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
- Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- Communicates accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Ability to work in a team environment.
Minimum Education/Certification Requirements:
Bachelor’s degree in Information Technology or related field or equivalent experience
IT InfraSource is a strategic technology planning and consulting company. Our mission is to provide simplified and cost-effective technical solutions for State, Local, and Education (SLED) government institutions and small and medium-sized business (SMB) . We are here to ensure that the technical solutions provided are understood; not over excessive nor inadequate ensuring the best costs. We are certified by the Department of Small and Local Business Development (DSLBD) as a Certified Business Enterprise (CBE) and are openly looking for teaming opportunities.
Address
IT InfraSource
200 I Street Southeast
Washington, DCIndustry
Technology
Website
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