Hi

This is regarding to a position of a Technical Support III

Title: Technical Support III

Location: Hunt Valley, MD (Hybrid with 3 Days onsite)

Type: Contract to Hire

The Technical Support Engineer III maintains the reliability and functionality of CLIENT Benefits computing and equipment and provides technical support to CLIENT Benefits employees. This individual will be expected to provide sound technical solutions to solve the business problems of the CLIENT Benefits user community. The Technical Support Engineer III will leverage relevant technical experience to assume a mentorship role in the Technical Support Engineering team. Also, this individual will exercise a supporting role to the Systems and

Network Engineering teams. This person is also responsible for the delivery of assigned projects on time and within budget.

DUTIES AND RESPONSIBILITIES:

1. Perform routine configuration and support of end user technology, including but not limited to:

o New PC/VDI setup and configuration

o Common workstation maintenance tasks (i.e. monitor, mouse, keyboard, replacement and internal maintenance).

o Mobile Device configuration & management

o Endpoint security and vulnerability management (i.e. patching, Antivirus,

etc.).

2. Provide support to the Executive team and their support staff, including but not limited to:

o Mobile devices.

o Audio/Visual solutions.

o Remote office/home support.

o End User training.

o Executive Vendor Maintenance/Contract Review.

o Specialized Applications/Hardware.

3. Provide Tier III support to CLIENT Benefits through support incidents submitted to IT Customer Support.

4. Evaluate new technologies and their potential application to CLIENT Benefits.

5. CLIENT Benefits user account, distribution list and security group maintenance.

6. Assist with the management of daily backups and perform general server

administration tasks as assigned.

7. Assist with general internal audit of IT controls and procedures.

8. Other duties as assigned.

MINIMUM QUALIFICATIONS:

1. High school diploma, some college preferred.

2. Five years Technical Support experience

KEY COMPETENCIES (Align to Competencies in Learning Management System):

1. Ability to Learn existing and new technology. Problem-solving

2. Excellent communication skills. Active Listening.

3. Flexibility. Solid time management and prioritization skills.

4. Must work well with others. A team player is very important

5. Attention to Detail.

6. Strong Customer Service Skills. Patience

7. Professionalism (in appearance and manner)

KNOWLEDGE, SKILLS, ABILITIES AND OTHER KEY SUCCESS FACTORS:

1. Expert skillset creating, maintaining, and operating a Windows operating system (Windows 10/11).

2. Working knowledge of desktop virtualization concepts. Experience with creating and maintaining virtual machines.

3. Basic knowledge of Apple OS X operating system maintenance and support.

4. Demonstrated skillset in Active Directory account maintenance. Group policy creation and deployment.

5. Ability to adapt quickly to new and emerging technologies.

6. Deliver projects on time and within budget

7. Demonstrated ability to articulate clearly and effectively.

8. Superior listening, oral, and written skills.

9. Exceptional customer support skills.

MAIN CONTACTS:

· Manager of Technical Support, Senior Director of Technology – Infrastructure, Team Leads, IT Staff and CLIENT Benefits Employees.

STANDARD HOURS:

· General corporate hours are 8:15 a.m. to 5:00 p.m. Your actual work schedule may vary depending on your department’s business needs. Additional hours may be required to achieve business objectives.

PHYSICAL DEMANDS:

· Job requires frequent use of a keyboard, computer and monitor, sitting and occasional lifting or exerting force of up to 70 pounds.

WORKING CONDITIONS:

· Typical office conditions.

Job Types: Part-time, Contract

Pay: $35.00 - $45.00 per hour

Schedule:

• 8 hour shift

Work Location: In person