What are the responsibilities and job description for the Customer Support / Service Desk Technician position at Trigyn Technologies, Inc.?
Trigyn's direct government client has a contract opportunity for Customer Support / Service Desk Technician in Baltimore, MD.
NOTE:
? Onsite role (Baltimore, MD 21202).
? Only local candidates preferred.
Description:
To troubleshoot customer issues in addition to installing, configuring and testing software and operating systems. The consultant will install, unpack and set-up computer hardware, printer, etc. for both internal and external users. The consultant 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, resolve tickets and resolve 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 client
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 agencies, other staff and vendors
? Must consistently demonstrate the ability to engage in multiple initiatives simultaneously, while working independently at times.
Required Education & Experience:
? 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
Equivalent: equivalent combination of education and experience will be considered non-supervisory experience or education may not be substituted for the required supervisory experience.
BALTIMORE CITY RESIDENTS STRONGLY ENCOURAGED TO APPLY.
For Immediate Response call , or send your resume to
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.