Technical Support Specialist

Below is the job description for the position.

Position Title- Help Desk /Service Desk Tech Support Technician

Locations- Baltimore, MD, 21202

Duration- 6-12 months of Contract with more extension

Mode of interview- Telephonic/Skype

Client –-Direct Client

Onsite Job

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