Helpdesk Specialist Journeyman (764549) - InstantServe LLC : Job Details

Title: Helpdesk Specialist Journeyman (764549) Location: OCTO - 200 I Street, SE Washington DC 20003 100% Onsite and will need to be able to travel around DC.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.Skill Required / Desired Amount of Experience Bachelor's degree in IT or related field or equivalent experience Required 10 Years Installing and configuring system hardware/software in an enterprise environment Required 6 Years Proficient time management skills Required and detail oriented organizational skills Required 6 Years Expertise in supporting desktop operating systems (Windows 11 Mac OSX 10.10.X) Required 6 Years Experience using an endpoint management tool to provide remote support Required 3 Years Strong Customer Service Skills Required 3 Years Experience managing service requests for IT support in ServiceNow or a similar ITSM platform Required 3 Years Expertise in troubleshooting hardware related issues Required 3 Years Expertise in troubleshooting complex software related issues Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts Required 3 Years Knowledge of Microsoft Office Suite (Office 365) Required 3 Years Microsoft Certifications: MCP Highly desired