About the Opportunity:
Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.) Installation of applications software
and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Install, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.
Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.
20% Queue & Workload Management
Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs
15% IT Collaboration
Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution.
5% Technical Projects
Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.
5% IT Asset & Inventory Support
Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to
reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.
5% Other Duties as Assigned
Qualifications:
Education and Years of Experience:
Min. Citizenship Status Required: H1B, must pass background check
Location: 1100 N. Eutaw Street, Baltimore, MD 21201
One position is 7:00 am to 3:30 pm. The candidate will have to work on site.
The second position will have hours for this position are 7:30 am to 4:00 pm. This candidate will be eligible for telework 3 days a week after completion of onsite training.
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