Helpdesk Specialist Entry

Position Title & Code : Helpdesk Specialist Entry

Location : 200 I Street, SE Washington DC 20003 (Onsite)

Project End Date : 09 / 30 / 2026 (With Possible extension to next fiscal year)

Work Arrangement / Schedule

Onsite - 6 PM - 6 AM : 3 Days-12 hrs shifts

Sunday : 9 AM - 6 PM : 1 Day every other week 8hrs

Customer Support Entry Roles and Responsibilities

• 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

Skill Assessment : (Please include the years of experience last used and brief description on skills below, information is to be submitted along with the resume)

Skill

Required / Desired

Amount of Experience

Years of Experience

Bachelor's degree in IT or related field or equivalent experience

Required

5 years

Customer service support experience in either a face to face or phone support role.

Required

2 Years

Excellent written and verbal communication skills in a professional setting

Required

2 Years

Provide technical support to computer system users by telephone, email, and etc.

Required

1 Years

Maintain computers, systems, and printers in a professional setting

Required

1 Years

Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x)

Required

1 Years

Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x)

Required

1 Years

Experience providing technical support in a call center environment where the candidate received multiple calls at once.

Required

1 Years

Provide customer-oriented results and build an efficient end-user support environment.

Required

1 Years

Experience with basic Active Directory functions such as account creations, password resets, and OU Management

Required

1 Years

Knowledge of Microsoft Office Suite (Office 365)

Required

1 Years

Microsoft Certifications : MCP, Windows , 10, CompTIA A+ etc.

Highly desired