Job Description
Job Description
Location: Washington, DC
Work Arrangement: Onsite
Duration: 12-month contract, with possible extension
W-2 or 1099
No C2C, visa transfers, or sponsorship
The DNA Group is seeking a Helpdesk Specialist to join our client’s team within the Office of the Chief Technology Officer (OCTO). This is an exciting opportunity for an entry-level IT professional who thrives in fast-paced technical environments and is passionate about delivering exceptional customer support. As a Helpdesk Specialist, you will serve as the first point of contact for technical inquiries across multiple District agencies, documenting issues, escalating incidents to senior staff, and providing desktop, mobile, and application support in both call center and field environments. This role is ideal for someone who is highly responsive, detail-oriented, and eager to grow within a large enterprise IT organization.
Work Arrangement / Schedule
Onsite – 6 PM to 6 AM (12-hour shifts): 3 days per week
Sunday – 6:00 AM to 2:30 PM (8-hour shift): Every other week
Overview Requirements:
- Answer incoming support calls in a dynamic IT operations environment, providing first-level technical assistance to multiple District agencies.
- Provide desktop support for technical issues in both call center and off-site locations across Washington, DC.
- Log, route, and track service requests and incidents using an incident management ticketing system.
- Create and update knowledge articles daily within the agency’s knowledge management system.
- Deliver high-quality customer service to end users, maintaining professionalism and responsiveness at all times.
- Provide technical expertise in Microsoft products including Microsoft Office, Windows operating systems, and related applications.
- Troubleshoot agency-specific applications and web-based tools.
- Support mobile devices such as iPads, iPhones, Android phones, and tablets.
- Collaborate with IT leadership to help select and implement cost-effective technology solutions.
- Maintain service level agreements related to call center and desk-side support requests.
- Coordinate with multi-tiered support teams during outages and widespread security incidents.
- Adhere to all enterprise-wide security policies regarding the protection and integrity of District-owned systems and resources.
Required Experience:
- Bachelor’s degree in IT or related field or equivalent experience: (Required) – 5 Years
- Customer service support experience in a face-to-face or phone-based role: (Required) – 2 Years
- Excellent written and verbal communication skills in a professional setting: (Required) – 2 Years
- Technical support experience via phone, email, or other remote channels: (Required) – 1 Year
- Experience maintaining computers, systems, and printers in a professional environment: (Required) – 1 Year
- Expertise supporting Windows 10, Windows 11, and Mac OSX 10.10.x: Required – 1 Year
- Experience installing and troubleshooting operating systems (Windows 10/11, Mac OSX): (Required) – 1 Year
- Call center technical support experience handling multiple incoming calls: (Required) – 1 Year
- Ability to provide customer-oriented results and support an efficient end-user environment: (Required) – 1 Year
- Basic Active Directory functions (account creation, password resets, OU management): (Required) – 1 Year
- Knowledge of Microsoft Office Suite / Office 365: (Required) – 1 Year
- Microsoft Certifications (MCP, Windows 10, CompTIA A+): Highly Desired
This Job Is Ideal for Someone Who Is:
Customer-Focused: Dedicated to delivering exceptional technical support and ensuring a positive end-user experience.
Detail-Oriented: Able to document issues thoroughly, follow procedures, and maintain accurate records.
Technically Curious: Excited to troubleshoot desktop, mobile, and application-related issues and continuously improve IT skills.
Adaptable: Comfortable working in a fast-paced, high-volume call center environment with shifting priorities.
Collaborative: Works well with senior technical teams and multiple support groups to resolve issues.
Professional: Communicates clearly, maintains composure under pressure, and supports users with patience and empathy.
Proactive: Takes initiative to learn new technologies, identify recurring issues, and contribute to process improvement.
Reliable: Dependable with strong attendance, punctuality, and accountability—essential for shift-based operational support.