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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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10430584
Position Id: 9044546
Posted 20 hours ago

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Ravi Sharma

Serigor Recruiter @ Serigor

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Baltimore, Maryland

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Service Desk Technician (Onsite)

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Ravi Sharma

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Service Desk Technician (Onsite)

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Dice Job Match Score™

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