Helpdesk Specialist

Job Title: Technical Support Specialist
Work Arrangement: Onsite, 100 percent, with travel to locations across Washington DC
Location: Washington, DC (20003)
Employment Type: Full Time
Engagement Type: W2 or 1099 only. No corp to corp.
Final Interview: Not required

Position Summary

Dhaka Technologies Limited Company is hiring on behalf of its client, a District of Columbia government technology organization, for a Technical Support Specialist supporting the technology needs of the District public school system.

The Technical Support Specialist responds to and diagnoses end user problems through direct discussion with users, resolves technical issues, and closes out assigned service and incident requests within the agency service level agreements. This is a fully onsite role, and the selected candidate must be able to travel to school and agency locations throughout Washington DC.

Key Responsibilities

• Respond to and diagnose end user problems through discussion with users, and resolve technical issues.
  
• Resolve and close out assigned service and incident requests within the agency service level agreements.
  
• Adhere to all enterprise wide security policies related to the security and integrity of District owned resources.
  
• Provide assistance with the installation, operation, and maintenance of District owned desktop software, including Windows and Apple operating systems, off the shelf products such as Microsoft Office, Project, Visio, and Outlook, and endpoint management tools.
  
• Log and route service requests and incidents in an incident management system.
  
• Provide a high level of customer service to end users on a daily basis.
  
• Provide technical expertise on Microsoft products, including Microsoft Office, Windows operating systems, and other related Microsoft applications.
  
• Troubleshoot issues related to agency specific applications and web applications.
  
• Provide technical support for mobile devices, including iPads, iPhones, Android devices, and tablets.
  
• Collaborate with the IT leadership team to test and implement cost effective technology for the District.
  
• Maintain service level agreements related to desk side support service and incident requests.
  
• Work with other technical teams to coordinate multi tiered technical support for outages and widespread security incidents.
  

Required Qualifications

Candidates should have 5 to 10 years of overall technical support experience, including the following:

• Bachelor's degree in Information Technology or a related field, or equivalent experience. Required, 5 years.
  
• Providing second tier support to end users, servers, or mainframe applications and hardware. Required, 3 years.
  
• Strong customer service skills. Required, 3 years.
  
• Expertise in troubleshooting complex software related issues. Required, 3 years.
  
• Demonstrated experience making nontechnical users comfortable with complex technology concepts. Required, 3 years.
  
• Knowledge of the Microsoft Office Suite. Required, 3 years.
  

Preferred Qualifications

• Expertise supporting desktop operating systems, including Windows 11 and Mac OS X 10.10.x. Highly desired, 5 years.
  
• Diagnosing and resolving end user computer and computer peripheral problems. Highly desired, 5 years.
  
• Documenting, tracking, and monitoring end user, server, or hardware problems. Highly desired, 5 years.
  

Additional Requirements

• This position is 100 percent onsite. Remote and hybrid work are not available.
  
• Regular travel to school and agency locations throughout Washington DC is required.
  

Work Authorization

Applicants must be authorized to work in the United States.

How to Apply

Send your resume to talent@dhakatech.us. Please include the job title in the subject line of your email.