What are the responsibilities and job description for the Service Desk Technician position at Infojini Inc?
Job Title : Service Desk Technician
Location : Baltimore, MD, 21202 (HYBRID)
Duration: 6- 12 Months Contract
Position Summary:
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 BCIT 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.
o Equivalent: equivalent combination of education and experience will be considered. Non supervisory experience or education may not be substituted for the required supervisory experience.