What are the responsibilities and job description for the Service Desk Technician position at Ark Infotech LLC?
Title: Service Desk Technician
Location: Hybrid. Baltimore, MD (It’s 4 days onsite and 1 day remote on a rotating basis. So each week is a different work from home day.)
Interview: Onsite
We need resume, copy of degree and professional certificates, visa copy and D
L
Position Description
:The Help Desk Specialist provides front-line technical support to Client staff by responding to service desk inquiries, resolving hardware and software issues, maintaining workstation readiness, and supporting technology deployments. This role requires strong customer service skills, technical troubleshooting ability, and adherence to Client policies and procedure
s.
Key Responsibilit
ies• Answer incoming service desk calls, log all requests in the IT Service Desk system (currently IBM Maximo), and follow all procedures when new technologies are introduc
ed.• Monitor and respond to emails received in the service desk mailbox, creating corresponding service desk ticke
ts.• Review ticket history, assess reported issues, resolve problems, and accurately document actions tak
en.• Ensure all Client workstations (desktops and laptops) maintain current drivers, patches, and security updat
es.• Create and restore workstation images for desktops and lapto
ps.• Troubleshoot LAN and WLAN connectivity issues on workstatio
ns.• Configure and deploy new workstations and printers for network acce
ss.• Deploy new state‐procured equipment and software into the existing environme
nt.• Replace outdated or malfunctioning hardware and software, ensuring proper removal, documentation, and transport to designated locatio
ns.• Record all moves, additions, and changes in compliance with Client inventory requirements and polici
es.• Diagnose and resolve issues related to supported hardware, software, and periphera
ls.• Install approved software and hardware on Client workstatio
ns.• Collaborate effectively with current contractors and Client staff to support IT operatio
ns.• Participate in internal Client meetings as request
ed.• Update and maintain service desk tickets on a daily basis to ensure accurate status reporti
ng.• Assist in drafting installation instructions, standard operating procedures (SOPs), and technical documentati
on.• Perform other related duties assigned by Client IT manageme
nt.
Education: This position requires a Bachelor's degree from an accredited college or university with a major in computer science, information systems, engineering, business, or other related scientific or technical discipline. Three (3) years of equivalent experience in a related field may be substituted for the Bachelor's deg
ree.
General Experience: This position requires a minimum of five (5) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fi
elds.
Specialized Experience: The proposed candidate must have at least three (3) years' experience in each of the foll
owing:• Providing Tier I & II IT Support to customers in a Service Desk Envir
onment• Troubleshooting PC hardware and software in a Microsoft networked envir
onment• Microsoft Active Directory user and device mana
gement• Repairing, installing, upgrading and reconfiguring PCs and L
aptops• Experience with Service Desk software (any of the following Maximo Service Desk, Remedy, ServiceNow or equiv
alent)• Remote Desktop Software (Microsoft Remote Desktop; Teams, SMS, LogMeInRescue