Job Description
Below is the job description for the position.
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Position Title- Help Desk /Service Desk Tech Support Technician
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Locations- Baltimore, MD, 21202
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Duration- 6-12+ months of Contract with more extension
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Mode of interview- Telephonic/Skype
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Client –-Direct Client
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Onsite Job
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Position Summary:
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To troubleshoot customer issues in addition to installing, configuring and testing software and operating systems. The Contractor will install, unpack and set-up computer hardware, printers, etc. for both internal and external users. Candidates must have at minimum an Associate’s degree in Information Technology, Computer Science or a related discipline with 1-2 years of customer support and/or customer service experience.
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Essential Duties and Responsibilities:
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• Serve as the initial point of contact for customers seeking technical assistance via phone, chat, email or in person.
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• Provide immediate on demand technical support for VIP users, e.g. Comptroller, Mayor etc. relating to system performance and availability.
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• Monitors the Service Desk ticket queue, resolves tickets and resolves escalations;
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• Resolve problems and/ or requests; installs, configures and maintains all PC related hardware and systems including Troubleshooting & diagnosing network problems; PC updates & standard software;
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Troubleshoot Web browsers & basic network connectivity; Configuring of Laptops and Desktops for various agencies depending on their needs; Increasing memory when user is experiencing slowness if
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processor can handle the increase; Troubleshooting and replacing video & Network Cards;
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• Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications;
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• Provide customization and adaptation of existing programs that meet users' requirements;
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• Evaluate system potential by testing compatibility of new programs with existing programs; confirm program objectives and specifications by testing new programs; compare programs with established
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standards and makes modifications;
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• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications;
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• Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment for the city.
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Required Knowledge, Skills, & Abilities:
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• One to two (1 -2) years of customer support and/or customer service work experience.
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• Must consistently demonstrate the ability to follow instructions.
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• Must consistently demonstrate excellent communications skills – both verbal and written.
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• Must consistently demonstrate the ability to be/remain self-motivated, pay attention to detail, and meet deadlines.
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• Must consistently demonstrate the ability to maintain effective working relationships with personnel from various City Agencies, other BCIT staff and vendors.
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• Must consistently demonstrate the ability to engage in multiple initiatives simultaneously, while working independently at times.
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Required Education & Experience: (Must mirror class spec for the position)
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• Associate degree in Information Technology, Computer Science or a related discipline from an accredited college or university.
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• Equivalent combinations of education and experience may be considered.
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o Equivalent: equivalent combination of education and experience will be considered. Non supervisory experience or education may not be substituted for the required