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- Responds to requests for technical assistance in person, via phone and/or electronically. Identifies and escalates situations requiring urgent attention.
- Provides technical assistance, support, and advice to end users for hardware, applications, and systems. Provides hands-on technical assistance to business and technical users as required. Determines whether issues are related to hardware, software, system, or network.
- Investigates and resolves computer software and hardware problems. Answers questions, applying knowledge of computer software, hardware, systems, and procedures. Talks with technical and non-technical co-workers to research problems and seek solutions.
- Interacts with users to resolve issues via phone or remote access to participate in diagnostic processes, using remote control software while having users listen to and follow directions.
- Interacts with departmental call-tracking and dispatching systems.
- Reads and comprehends technical service manuals and publications; Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Stays current with system information, changes, and updates.
- Follows standard service desk procedures.
- Follows quality standards.
- Completes assigned tasks; Prioritizes and schedules personal workloads as appropriate. Manages and reports time spent on all activities.
- Redirects issues to another appropriate resource when justified.
- Participates in team projects that enhance the quality, efficiency, or user experience of the IT service.
- Participates in physical equipment deployments and moves.
- Follows quality standards and displays strong customer service skills.
- At least two (2) years of experience participating in an Information Technology service desk organization within a large enterprise.
- High School Degree or equivalent required; Associate Degree and/or related Technical Degree preferred.
- Technical certifications preferred (e.g., CompTIA A+, ITIL, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.)
- Excellent writing and oral communications skills.
- Strong organizational and interpersonal skills.
- Strong listening skills.
- Strong writing skills.
- Strong attention to details.
- Ability to work in a team environment.
- Ability to multi-task in a sometimes-stressful environment.
- ID: #48749098
- State: Maryland Baltimore 21201 Baltimore USA
- City: Baltimore
- Salary: Up to $21
- Job type: Contract
- Showed: 2023-01-22
- Deadline: 2023-03-10
- Category: Writing/editing