IT Helpdesk Analyst (Level 1 / L1 Support)

AHU Technologies Inc is seeking an entry-level IT Helpdesk Analyst (Level 1) to deliver first-line technical support and incident logging for multiple agencies in an onsite role based in Washington, DC. This contract opportunity offers an hourly rate in the $21 to $24 range.

Responsibilities

• Handle inbound calls in a dynamic IT operations environment, supporting multiple agencies.
• Provide desktop troubleshooting for technical issues in a Call Center setting and at off-site DC locations.
• Log and route service requests and incidents within an incident management system.
• Create and maintain knowledge articles daily within the agency's knowledge management system.
• Deliver a high standard of customer service to end users on a day-to-day basis.
• Offer technical guidance related to Microsoft products, including Office, Windows operating systems, and related applications.
• Troubleshoot issues affecting agency-specific and web-based applications.
• Provide technical support for mobile devices such as iPads, iPhones, Android devices, and tablets.
• Collaborate with the IT leadership team to select and implement cost-effective technology for the District.
• Maintain service level agreements for Call Center and Desk Side support requests.
• Coordinate with other technical teams to deliver multi-tiered support during outages and security incidents.
• Adhere to enterprise security policies to protect District-owned resources.

Requirements

• Bachelor’s degree in IT or related field, or equivalent experience.
• Customer service experience in a face-to-face or phone-based role.
• Strong written and verbal communication skills in a professional setting.
• Ability to provide technical support to computer system users via telephone, email, and other channels.
• Experience maintaining computers, systems, and printers in a professional environment.
• Proficiency with desktop operating systems including Windows 10, Windows 11, and Mac OS X 10.10.x.
• Experience installing and troubleshooting Windows 10/11 and Mac OS X 10.10.x operating systems.
• Background delivering technical support in a call center environment with multiple concurrent calls.
• Customer-oriented approach to achieving efficient end-user support.
• Experience with basic Active Directory functions such as account creation, password resets, and OU management.
• Knowledge of Microsoft Office Suite (Office 365).
• Relevant certifications such as MCP, Windows 10, and CompTIA A+ are advantageous.

Technologies

• Microsoft Office Suite (Office 365)
• Windows 10/11
• Mac OS X 10.10.x
• Active Directory
• Incident management system
• Knowledge management system

Short Description

The Helpdesk Specialist acts as a first-level representative for client technical support, handling a range of technical inquiries, documenting issues, and notifying senior staff in a timely manner.

Complete Description

Employment Type: Contract with options for W2, 1099, or C2C arrangements.