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 Technical Support Specialist to provide onsite technical support, respond to and diagnose user issues, and deliver high-quality customer service across locations. The Specialist will work closely with end users and IT leadership to ensure reliable and secure technology services throughout the district.
Overview Requirements:
- Respond to and diagnose technical issues through direct interaction with users.
- Resolve service and incident requests within established Service Level Agreements (SLAs).
- Provide onsite desk-side technical support across multiple DCPS locations.
- Support Windows and Apple operating systems and District-owned desktop software.
- Provide technical support for Microsoft products (Office, Outlook, Project, Visio, Windows).
- Troubleshoot agency-specific and web-based applications.
- Provide support for mobile devices (iPads, iPhones, Android devices, tablets).
- Log and manage incidents using an incident management system.
- Deliver a high level of customer service to end users.
- Adhere to enterprise-wide security policies and standards.
Minimum Qualifications:
- Bachelor’s degree or equivalent professional experience.
- 6–10 years of experience providing technical support in an enterprise or educational environment.
- Strong experience supporting Microsoft products and Windows operating systems.
- Experience supporting Apple operating systems and mobile devices.
- Familiarity with incident management and endpoint management tools.
- Excellent communication and customer service skills.
- Strong troubleshooting and analytical abilities.
- Ability to work independently in a fully onsite environment.
- Experience supporting K–12 education environments and school district personnel.
Required Experience:
- Bachelor’s degree in IT or related field or equivalent experience — 10 Years (Required)
- Providing second-tier support to end users, server, or mainframe apps/hardware — 6 Years (Required)
- Strong Customer Service Skills — 6 Years (Required)
- Expertise in troubleshooting complex software related issues — 6 Years (Required)
- Can demonstrate experience making nontechnical users comfortable with complex technology concepts — 6 Years (Required)
- Knowledge of Microsoft Office Suite — 5 Years (Required)
- Expertise in supporting desktop operating systems (Windows 11, Mac OSX 10.10.X) — 5 Years (Highly Desired)
- Diagnosing and resolving end user computer and computer peripherals problems — 5 Years (Highly Desired)
- Documenting, tracking, and monitoring end user, server, or hardware problems — 5 Years (Highly Desired).
This Job Is Ideal for Someone Who Is:
Effective in environments with multiple stakeholder groups and shifting support priorities
Skilled at troubleshooting, end-user support, and technology issue resolution
Confident providing technical support end-to-end—from issue diagnosis to resolution and closure
Comfortable translating technical concepts into clear, user-friendly explanations
Strong at facilitating user interactions, training, and problem-definition conversations
Able to balance independent execution with collaboration across IT teams
Detail-oriented, organized, and process-focused