Lead HelpDesk Technician (687564)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 20003
- No Third Party Agencies
- $35 per hour 1099, C2C, $25 per hour W2 + benefits
- Location: 100% On-site, downtown SE DC (Green Line: Navy Yard - Ballpark)
- Job Id: CAI-687564
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2023 fiscal year with yearly extension based upon performance
Short Description
The District of Columbia’s Office of the Chief Technology Officer (OCTO) is seeking a Lead HelpDesk Technician to respond to and diagnose problems through discussion with users. The ideal candidate will possess 8+ years of diagnosing and resolving end user problems, 8+ years of providing second-tier support to end users, and 8+ years of documenting, tracking, and monitoring end users problems.
Required Skills/Years of Experience
- Bachelor’s degree in IT or related field or equivalent experience
- 8+ years of experience with diagnosing and resolving end user computer/computer peripherals problems
- 8+ years of experience with providing second-tier support to end users, server, or mainframe apps/hardware
- 8+ years of experience with documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems
- 8+ years of experience with Microsoft Windows OS
- 8+ years of experience with Microsoft Office
- 4+ years of experience with an ITSM system
- 4+ years of experience with Microsoft Intune
Desired Skills/Years of Experience:
- Microsoft Certifications: MCSA 2012+, Windows 10+
- Apple Certifications: Mac OSx 10.3.x+
- 5+ years of experience with Apple Mac OSx
- 2+ years of experience as a lead/supervisor of a team
Complete Description
The District of Columbia’s Office of the Chief Technology Officer (OCTO) is seeking a Lead HelpDesk Technician to respond to and diagnose problems through discussion with users. The ideal candidate will possess 8+ years of diagnosing and resolving end user problems, 8+ years of providing second-tier support to end users, and 8+ years of documenting, tracking, and monitoring end users problems.
The Lead HelpDesk Technician will be tasked to:
- Respond to and diagnoses problems through discussion with users
- Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps
- Supervise operation of the help desk and serve as focal point for customer concerns
- Provide support to end users on a variety of issues
- Identify, research, and resolve technical problems
- Respond to telephone calls, emails, and personnel requests for technical support
- Document, track, and monitor the problem to ensure a timely resolution
- Provide 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 the core problem
- Simulate or recreate user problems to resolve operating difficulties
- Recommend systems modifications to reduce user problems
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required