Job Description

OCTO Helps is looking to add to its DCPS Technical Support. The candidate should have 2-5 years of experience. They will respond to and diagnose problems through discussion with users. 100% Onsite and will need to be comfortable with getting around DC.

DCPS Helpdesk Specialist Description:

OCTO Helps is looking to add to its DCPS Technical Support. The candidate should have 2-5 years of experience. They will respond to and diagnose problems through discussion with users.

Roles and Responsibilities:

• Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements
• Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources
• Provide assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, 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 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 test and implement cost effective technology for District
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

Required/Desired Skills

Skill Required /Desired Amount of Experience
CompTIA A+	Required	0
Candidate should have pervious work experience with OCTO	Required	3	Months
Experience providing administrative support in an IT environment	Required	6	Months
Expertise in troubleshooting complex software related issues	Required	6	Months
1+ yrs installing and configuring system hardware/software in an enterprise environment	Required	1	Years
1+ yrs installing operating system Required (OS) patches and upgrades	Required	1	Years
Experience using an endpoint management tool to provide remote support	Required	1	Years
Experience managing service requests for IT support in ServiiceNow or a similar ITSM platform	Required	1	Years
Expertise in troubleshooting hardware related issues	Required	1	Years
Can demonstrate experience making nontechnical users comfortable with complex technology concepts	Required	1	Years
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)	Required	1	Years
Proficient time management skills Required and detail oriented organizational skills	Required	2	Years
Strong Customer Service Skills	Required	3	Years
Bachelor s degree in Information Technology or related field or equivalent experience	Required	5	Years
Expertise in supporting desktop operating systems (Windows 10 Mac OSX 10.10.X)	Highly desired	1	Years

Questions

No. Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	Please list candidate s email address.
Question3	Candidates submitted above the NTE vendor rate of $$.$$/hour will not be considered. Do you accept this requirement?
Question4	There are no reimbursable expenses. Do you accept this requirement?
Question5	By submitting a candidate to this requisition, you are indicating your company s acceptance of the terms and conditions contained within the Supplier Agreement, and Amendment #2022-01 to the Supplier Agreement. Do you accept this requirement?

Existing Incumbent Resource?: Yes

Job Tags

Hourly pay, Full time, Work experience placement, Work at office,

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