Service Desk Technician

Job Title: Service Desk Technician

Job Location: Baltimore, MD

Job Type: Contract

Pay Range: $29.21hr - $34.21hr

Job Overview:

The candidate will troubleshoot customer issues while installing, configuring, and testing software and operating systems. The candidate will install, unpack, and set up computer hardware, printers, and peripheral equipment for both internal and external users. Candidates must possess at minimum an Associate s degree in Information Technology, Computer Science, or a related discipline along with 1 to 2 years of customer support 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 executive leadership relating to system performance and availability.
• Monitor the Service Desk ticket queue, resolve tickets, and handle escalations.
• Resolve technical problems and requests, as well as install, configure, and maintain all PC-related hardware and systems, including troubleshooting network problems, PC updates, standard software, web browsers, basic network connectivity, configuring laptops/desktops for various agencies, increasing memory, and replacing video and network cards.
• Install and test hardware and peripheral components while loading appropriate software packages such as operating systems, networking components, and office applications.
• Provide customization and adaptation of existing programs to meet user requirements.
• Evaluate system potential by testing compatibility of new programs with existing software, confirming program objectives and specifications, comparing programs with established standards, and making necessary modifications.
• Improve existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending updates, and making modifications.
• Maintain the inventory for the hardware refresh program and run system reports for computers and laptops in the environment.

Required Knowledge, Skills, & Abilities:

• One to two (1-2) years of customer support and/or customer service work experience.
• Ability to consistently follow instructions.
• Strong verbal and written communication skills.
• Self-motivated with strong attention to detail and the ability to meet deadlines.
• Ability to maintain effective working relationships with agency personnel, staff, and vendors.
• Ability to engage in multiple initiatives simultaneously while working independently.

Required Education & Experience:

• Associate degree in Information Technology, Computer Science, or a related discipline from an accredited college or university.
• An equivalent combination of education and experience may be considered.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities