Job Title: Helpdesk Specialist
Location: Washington, DC (20003)
Employment Type: Contract
Engagement Type: W2 or 1099 only. (No C2C)
Final Interview: Inperson
Dhaka Technologies Limited Company is hiring a Helpdesk Specialist for a DC Government client. The client is looking to add to its technical support team serving the District's public school system.
The candidate should have six to ten years of experience. The Helpdesk Specialist will respond to and diagnose problems through discussion with users. This is a 100 percent onsite role, and the candidate will need to be able to travel around the District of Columbia.
- Resolve technical issues 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 installation, operation, and maintenance of District-owned desktop software, including operating systems for both Windows and Apple, 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 related to Microsoft products, such as 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, such as 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.
- Bachelor's degree in IT or a related field, or equivalent experience. Required, 10 years.
- Providing second-tier support to end users, servers, or mainframe applications and hardware. Required, 6 years.
- Strong customer service skills. Required, 6 years.
- Expertise in troubleshooting complex software-related issues. Required, 6 years.
- Demonstrated experience making non-technical users comfortable with complex technology concepts. Required, 6 years.
- Knowledge of the Microsoft Office Suite. Required, 5 years.
- Expertise in 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.
Interested candidates who meet the qualifications should send their resume to [email protected].
Skills Required
- Bachelor's degree in Information Technology or a related field, or equivalent experience; 10 years required.
- Six years of experience providing second-tier support to end users, servers, or mainframe applications and hardware.
- Six years of strong customer service experience.
- Six years of experience troubleshooting complex software-related issues.
- Six years of experience explaining complex technology concepts to non-technical users.
- Five years of knowledge or experience with Microsoft Office Suite.
- Five years of experience supporting desktop operating systems, including Windows 11 and Mac OS X 10.10.x.
- Five years of experience diagnosing and resolving end-user computer and peripheral problems.
- Five years of experience documenting, tracking, and monitoring end-user, server, or hardware problems.
What We Do
Dhaka Technologies Limited is a Washington, D.C.-based IT solutions and staff augmentation provider serving government and private-sector organizations. It supplies IT staffing, recruiting, consulting, hardware and software solutions, application development, cloud and infrastructure services, cybersecurity, data engineering, and software testing. The company helps clients build and manage secure, scalable technology environments while connecting them with skilled technical professionals across diverse industries.
