Helpdesk Specialist Senior

Job Title: Helpdesk Specialist Senior (807334)
Location: Washington, DC
Employment Type: Contract
Engagement Type: W2 or 1099 (No C2C)
Final Interview: In Person

Dhaka Technologies Limited Company (DTLC) is hiring a Helpdesk Specialist Senior on behalf of the District of Columbia Department of Energy and Environment (DOEE), the leading authority on energy and environmental issues affecting the District. The Helpdesk Specialist Senior responds to and diagnoses problems through discussion with users and provides technical assistance to computer system users in a Windows-based environment. The role covers desktop and laptop deployment, mobile device support, Microsoft 365 and collaboration tool troubleshooting, printer and conference room technology support, and inventory and asset management.

Deployment and Configuration

• Configure, prepare, and deploy new desktop and laptop computers for staff, including installation of required software and security tools.
  
• Deploy and configure mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
  
• Implement and support shared software, including operating systems, configuration management tools, and standard enterprise software applications.
  
• Assist with the coordination and implementation of system upgrades, patches, and new hardware and software deployments.
  

Technical Support and Troubleshooting

• Provide technical assistance to computer system users in a Windows-based environment.
  
• Identify, research, and resolve software issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
  
• Respond to telephone calls, emails, and personnel requests for desktop and mobile device support, and resolve computer problems in person, by telephone, or through remote support tools.
  
• Provide support for printing devices and office copiers, including installation, print queue and printing troubleshooting, and replacement of consumables.
  
• Assist users with Cisco conference room technology and with Webex and Microsoft Teams meeting setup and connectivity troubleshooting.
  
• Provide support for computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
  
• Use diagnostic tools and reference materials, and read and interpret technical manuals and documentation, to resolve hardware and software issues.
  

Documentation and Asset Management

• Document, track, and monitor reported issues to ensure timely and complete resolution.
  
• Follow procedures and maintain inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
  
• Maintain knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
  

Communication

• Communicate clearly and effectively with end users and IT team members, and provide accurate and complete answers to general computing and administrative questions in a timely manner.
  
• Communicate status updates and provide timely reporting on work activities, task progress, and issue resolution.
  

• 11+ years diagnosing and resolving end user computer and computer peripheral problems
  
• 11+ years providing second-tier support to end users for server or mainframe applications and hardware
  
• 11+ years documenting, tracking, and monitoring end user, server, or mainframe application and hardware problems
  

• Bachelor's degree in Information Technology or a related field, or equivalent experience (15+ years)
  

• This contract is open to W2 or 1099 candidates only. Corp-to-Corp (C2C) candidates will not be considered.
  
• The final interview will be conducted in person.
  

Qualified candidates should email their resume to [email protected] with "Helpdesk Specialist Senior (807334)" in the subject line.