Service Desk Technician (Onsite)

Job Title: Service Desk Technician (Onsite)

Location: Baltimore, MD

Duration: 12 Months

Job Description:

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. 

Essential Duties and Responsibilities:

• Serve as the initial point of contact for customers seeking technical assistance via phone, chat, email or in person.  
• Provide immediate on demand technical support for VIP users, e.g. Comptroller, Mayor etc. relating to system performance and availability. 
• Monitors the Service Desk ticket queue, resolves tickets and resolves escalations; 
• Resolve problems and/ or requests; installs, configures and maintains all PC related hardware and systems including Troubleshooting & diagnosing network problems; PC updates & standard software; 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 processor can handle the increase; Troubleshooting and replacing video & Network Cards; 
• Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications; 
• Provide customization and adaptation of existing programs that meet users'' requirements; 
• 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 standards and makes modifications; 
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications; 
• Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment for the city. 

Required Knowledge, Skills, & Abilities:

• One to two (1 -2) years of customer support and/or customer service work experience. 
• Must consistently demonstrate the ability to follow instructions. 
• Must consistently demonstrate excellent communications skills – both verbal and written. 
• Must consistently demonstrate the ability to be/remain self-motivated, pay attention to detail, and meet deadlines. 
• Must consistently demonstrate the ability to maintain effective working relationships with personnel from various City Agencies, other client staff and vendors. 
• Must consistently demonstrate the ability to engage in multiple initiatives simultaneously, while working independently at times. 

Required Education & Experience: (Must mirror class spec for the position)

• Associate degree in Information Technology, Computer Science or a related discipline from an accredited college or university. 
• Equivalent combinations of education and experience may be considered.
• Equivalent: equivalent combination of education and experience will be considered. Nonsupervisory experience or education may not be substituted for the required supervisory experience.