Short 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:
1. Resolve technical issues and closing out assigned Service/Incidents requests within the agency's Service Level Agreements
2. Adhere to all Enterprise-wide security policies related to security and integrity of District owned Resources
3. 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
4. Log and route service requests and incidents in an incident management system.
5. Provide a high level of customer service to end users on a daily basis
6. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
7. Troubleshoot issues related to agency specific applications and web applications
8. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
9. Collaborate with the IT leadership team to test and implement cost effective technology for District
10. Maintain service level agreements related to Desk Side support Service/Incident requests
11. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents.

Candidate Skills Matrix:

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

Background check:
Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.

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