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
• $36 per hour 1099, $31 per hour (W2 - Benefits), or $25 per hour (W2 + Benefits)
• Location: 100% On-site, downtown SE DC (Green Line: Navy Yard-Ballpark Stop)
• Job Id: CAI-745655
• Must be able to provide proof of COVID-19 vaccination plus booster shot
• Contract Term: Till end of the 2025 fiscal year with extension based upon performance
• Hours per week: 40

Short Description

The District of Columbia's Office of the Chief Technology Officer (OCTO) is seeking a Desktop Support Specialist to provide assistance with installation, operation, and maintenance of district-owned desktop software, including operating systems, off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook), and endpoint management tools. The ideal candidate will possess 6+ years of installing and configuring system hardware and software in an enterprise environment, 6+ years of supporting desktop operating systems, and 3+ years of managing service requests for IT support in ServiceNow or a similar ITSM platform.

Required Skills/Years of Experience:

• Bachelor's degree in IT or related field or equivalent experience
• 6+ years of experience installing and configuring system hardware and software in an enterprise environment
• 6+ years of experience installing operating system Required (OS) patches and upgrades
• 6+ years of experience providing administrative support in an IT environment
• 6+ years of experience demonstrating proficient time managemenT, detail oriented, and organizational skills
• 6+ years of experience troubleshooting hardware related issues
• 3+ years of experience supporting desktop operating systems (Windows 10 and Mac OSX 10.10.X)
• 3+ years of experience using an endpoint management tool to provide remote support
• 3+ years of experience demonstrating strong customer service skills
• 3+ years of experience managing service requests for IT support in ServiceNow or a similar ITSM platform
• 3+ years of experience troubleshooting complex software related issues
• 3+ years of experience making non-technical users comfortable with complex technology concepts
• 2+ years of experience working with Microsoft Office Suite (Office 2010+ and Office 365)

Desired Skills/Years of Experience:

• Microsoft Certified Professional (MCP) Certification

Complete Description

The District of Columbia's Office of the Chief Technology Officer (OCTO) is seeking a Desktop Support Specialist to provide assistance with installation, operation, and maintenance of district-owned desktop software, including operating systems, off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook), and endpoint management tools. The ideal candidate will possess 6+ years of installing and configuring system hardware and software in an enterprise environment, 6+ years of supporting desktop operating systems, and 3+ years of managing service requests for IT support in ServiceNow or a similar ITSM platform.

The Desktop Support Specialist will be tasked to:

• Adhere to all enterprise-wide security policies related to security and integrity
• Log and route service requests and incidents in an incident management system
• Provide a high level of customer service to end users daily
• 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 and incident requests
• Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents
• Respond to and diagnose 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 a 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 and hardware
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct 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 checks and verifications will be required

About Dantech

Dantech Corporation, Inc. is a Certified Business Enterprise (CBE) in the District of Columbia and a federally recognized Woman Owned Small Business (WOSB). The company has a history of technology, innovation and transformation since its launch in 1999. As an Equal Opportunity/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. For more information, please see: www.dantechcorp.com.