Job Description

This program requires US Citizenship or Green Card (Lawful Permanent Residents)
On-Site

Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tablets, and mobile phones.

Position Responsibilities:

1. Provides support for the implementation, configuration, deployment, and support of systems, including, but not limited to, client computing devices and servers.
2. Creates, analyzes, reports, converts, or transfers data using specialized applications or web-based platforms.
3. Accurately tracks all service requests, incidents, and change requests in OCTO's ITSM platform.
4. Provides desktop support both remote and deskside using OCTO's designated tools for technical support.
5. Ability to demonstrate strong communication skills, both written and verbal.

Position Duties:

• Resolve technical issues and close out assigned. Service/Incidents requests within the agency's Service Level Agreements
• Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned Resources
• Aid 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 iv. 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 and 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 the 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 and widespread security incidents

Minimum Education/Certification Requirements:CompTIA A+ or equivalent or higher

Skills Matrix:| Skill| Required / Desired| Years of Experience| | --- | --- | --- | | Bachelor's degree in IT or related field or equivalent experience such as CompTIA A+ | Required | 10 | | Installs and configures computer devices such as Windows and Apple desktop endpoints as well as tablets. | Required | 6 | | Accurately tracks all service requests, incidents and change requests in ITSM platform. | Required | 6 | | Provide desktop support both remote and/or deskside using designated tools for technical support. | Required | 6 | | Works closely with engineers, developers to troubleshoot issues that impact desktop, network and application layers operations | Required | 3 | | Strong Customer Service Skills | Required | 4 | | Experience providing administrative support in an IT environment | Required | 4 | | Proficient time management skills Required and detail oriented organizational skills | Required | 4 | | Comprehensive knowledge of Office 365 services to include: SharePoint, OneDrive, OneNote, Teams | Required | 3 | | Must be open to cross-training and have flexibility in duties as assigned | Required | | | Expertise in troubleshooting hardware related issues | Required | 4 | | Expertise in troubleshooting complex software related issues | Required | 3 | | Can demonstrate experience making nontechnical users comfortable with complex technology concepts | Required | 4 | | Skilled with Active Directory | Required | 2 |

Position Details: 

• Pay Rate / Range:$15-$20.00

The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions. 

• Benefits (Regular, Full Time Employees):  
  1. Medical, Dental, and Vision offerings
  2. Weekly Direct Deposit
  3. Paid Holidays and Personal Time Off
  4. 401(k) with match
  5. Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
  6. Pre-Paid Legal and Employee Assistance Programs
  7. Northwest Federal Credit Union Membership
  8. BB&T @ Work Program

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