DOES – Helpdesk Specialist Journeyman (632630)

Contract with Government of the District of Columbia
DC Department of Employment Services (DOES), 4058 Minnesota Avenue, NE, Washington, DC-20019
Position closes 07/28/2020

US Citizens or Green Card Holders Only

Short Description:

6-10 years of experience. Help desk technician will be responsible for providing Tier II IT, network and desktop support. Funded for 400 hours.

Skills/Required Years of Experience:

6-10 yrs diagnosing and resolving end user computer/computer peripherals problems (Required 3 Years)
6-10 yrs providing second-tier support to end users, server, or mainframe apps/hardware (Required 3 Years)
6-10 yrs documenting, tracking and monitoring end user, server, or mainframe apps/hardware problems (Required 6 Years)
Bachelor’s degree in IT or related field or equivalent experience (Required 10 Years)
Hands on experience with investigating & facilitating repairs and provide technical support with LAN/WAN equipment and wiring. (Required 3 Years)
VPN deployment, intranet setup, and software installation (Required 3 Years)
Experience working with ticketing tools for the day-to-day handling of service requested for support and problem resolution (Required 6 Years)
Previous experiences with issues related to patches, features, deployment, and permissions. (Required 4 Years)
Experience with image/re-image new and existing desktops and laptops./Image Deployment using Norton Ghost. (Required 6 Years)
Active directory (Required 6 Years)
Provides direct desktop support and supports Microsoft and MAC based hardware/software (Required 6 Years)

Complete Description:

This position is term position funded for 400 hours, with the possibly of increasing that to 1800.

Initially, the position will be part-time with 8 hours per day for 3 days per week at 24 hours per week to ramp up to 40 hours per week at 5 days and 8 hours per day once trained.

The position will be situated in-person, onsite at the District of Columbia, Department of Employment Services (DOES) in the Office of Information Technology (OIT).

The primary responsibility for the Help Desk Specialist is to deploy systems to end users in an organization. The technician may take on additional roles focusing on using technology, solving basic technical problems and investigates elevated issues, confirms the validity of problems and seeks solutions related to more complex issues. These may include VPN deployment, intranet setup, and software installation.

The purpose of the position is to provide direct desktop support and administration to DOES end users. The Candidate will also be responsible for the day-to-day handling of service requested for support and problem resolution as assigned to them. Duties will include the triage of ticket assignments, remote and direct customer interaction, set-up and service of client devices.

The Help Desk Specialist will also investigate and facilitate repairs and provide technical support with LAN/WAN equipment and wiring. The professional must have a proper understanding, and hands-on experience with VBScript, PowerShell or other programing tool sets.

The Help Desk Specialist will work in coordination with the operations and Helpdesk resources to troubleshoot any technical issues. They will deal directly with customer pre, and post deployment issues and handle any errors related to the migration process. The deployment technician will install the requested applications and peripheral on the user machine.

The technician keeps track of all issues related to patches, features, deployment, and permissions. It is the responsibility of the Help Desk Specialist to assist in Data Migration, identify and resolve deployment related issues and maintain the accuracy of deployed machines. The professional will image/re-image new and existing desktops and laptops.

The Help Desk Specialist will update and record and asset inventories. The ideal candidate will have an in-depth understanding of imaging machines, active directory, and creating group policies to deploy for settings on Windows workstations.

The candidate has strong written and oral communication skills to include interpersonal and listening skills in order to communicate with customers, and management alike. Builds relationships using superior customer service skills. Works in a dynamic environment, handling multiple incidents simultaneously. Exceptional analytical and problem resolution skills to include root cause analysis and corrective action.

The candidate executes triages and provides technical assistance in a multi-tiered platform environment. Troubleshoots various incident requests and updates, resolves or escalates to appropriate groups. Provides direct desktop support and supports Microsoft based hardware/software such as, Microsoft Windows Operating Systems (Windows 2000, Windows XP, and Windows 7) Apple Operating Systems ( Mac OS 9 10.X.X and higher), Microsoft Office Suite applications (Microsoft Office 2000, XP, 2003, 2007 and 2008-Mac Only). Strong working knowledge of Active Directory Services, including Group Membership, Account Management, GPO Implementation and OU structure.

The candidate must be knowledgeable of LAN/WAN support. Including troubleshooting connectivity issues directly correlated with data port activation, toning and tracing data lines from the port to patch panel. Assisting with network switch\router connectivity issues. Works with wireless profile configuration, including user authentication to secure wireless networks, connectivity issues between mobile devices and WAPs.

Candidate possesses knowledge of PC imaging and Image Deployment using ghosting software such as Norton Ghost. Works with installation and support of specialized applications that are utilized by the various agencies supported by our program.

Performs other related duties as assigned.

Demonstrated experience troubleshooting, diagnosing, resolving and documenting technical service requests.
Demonstrated ability to clearly convey verbal and written correspondence to effectively deal with others in a tactful, but convincing manner.
Demonstrated knowledge and skill in supporting Microsoft based Hardware/Software (Windows 2000, XP, Vista and Windows7, Microsoft Office 2000, XP, 2003, 2007, Mac 2008).
Demonstrated knowledge and skill of MAC OS 9\OS 10.X.X and Microsoft Office for the Mac.
Demonstrated knowledge of Wireless connectivity profile management, as well as resolving connectivity issues.
Demonstrated knowledge and skill with LAN connectivity issues (Data port tracing and toning).

Background check is required, if selected for the position.
There are no reimbursable expenses allocated to this position.

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