Helpdesk Specialists
HRUCKUS
 Washington, DC

Veteran Firm Seeking Helpdesk Specialists for Assignment in Washington, DC



My name is Stephen Hrutka and I lead a Veteran-owned consulting firm in Washington, DC focused on strategic sourcing, supply chain, and IT Staffing.

We are looking to fill Helpdesk Specialist roles for the District of Columbia for the DC Government.

The ideal candidate is a DC Resident, has a minimum of 2-6 years of experience with I.T. troubleshooting and support in basic networking with desktops/laptops/tablets and peripheral including VPN setup.

If you’re interested, I'd be glad to provide more details about the role and further discuss your qualifications.

This position must be filled as a W2/1099.

Thanks,

Stephen M Hrutka

Principal Consultant

www.hruckus.com

Position Summary:

With our client’s efforts for remote work, the need for additional IT support has increased. They are looking for candidates that are willing to come into the office to prep new computers to be provided to employees that are working remote. This will include some reimage and setting up the new computers. Must have experience working with VPN and remote support. Other skills and experience are listed below.

This position is a short-term role and ends July 31, 2020.

Position Description 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 Resources1. Responds to and diagnoses problems through discussion with users

  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps

  • Supervises operation of help desk and serves as focal point for customer concerns

  • Provides support to end 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

  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware

  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

  • Simulates or recreates user problems to resolve operating difficulties



  • Recommends systems modifications to reduce user problems



Minimum Education Requirements:

Bachelor’s degree in Information Technology or related field or equivalent experience


Skill


Required / Desired


Amount


6-10 yrs reviewing content of complex technical documentation for quality


Not Required




6-10 yrs ensuring that documents follow a style guide


Not Required




6-10 yrs expertise and support of MS Office


Required


6 Years


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


Highly desired


10 Years


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


Required


6 Years


Maintaining computers, systems and printers


Required


6 Years


Installing and troubleshooting computer operating systems and software


Required


6 Years


Expertise in supporting desktop operating systems (Windows 7,8. X, 10 Mac OSX 10.10X)


Required


6 Years


Strong customer service experience


Required


6 Years


Experience tracking service requests/incidents using ITSM tool


Required


6 Years


Experience with basic Active Directory functions such as: Account creations, Password Resets and OU Management


Required


6 Years


Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)


Required


5 Years


VPN setup


Required


6 Years


Microsoft Certifications: MCP, CompTIA A+, Windows 10


Highly desired