End User Support Specialist

End User Support Specialist

Job ID

Category

Helpdesk

Location

US-MD-Crownsville

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI is looking for a an End User Support Specialist. The End User Support Specialist is responsible for supporting a State of Maryland agency with all of their end user technology needs. This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency's needs.

Duties and Responsibilities:

Administrative & Instructional Support

Research and review available educational software and hardware. Work with teachers and coordinators to assess and evaluate educational software to project future needs. Ensure provision of maximum learning outputs for staff and student computer usage. Assist in the identification of future information system needs of the organization. Provide appropriate professional development for staff. Manage recurrent technology budget items. Maintain up-to-date software audit and licenses database. Per guidance from the DoIT Program Manager, attend OIT management meetings as needed and maintain a working relationship with OIT and DPSCS IT leads and CIO's as needed. Assist in the development and implementation of policies and directions of the Department of Information Technology. Manage software compliance policies and procedures for correctional education in accordance with Department of Information Technology. Document and update Correctional Education Student data collection applications. Document and update reports reflecting student information requested by the Administrators of the Correctional Education Program. Document and report any other application needed for data extraction.

Special Projects

Work special projects across statewide Correctional Education Facilities and other DoIT supported locations as assigned by the immediate Manager and/or Director of End User Services. Provide timely updates on project statuses to customers, stakeholders, and DoIT management. Maintains appropriate level of documentation for project related work.

Network & System Maintenance

Maintenance of critical computer security software for user support. Installation of applications and software customization as required. Troubleshoot and resolve issues with computer hardware, software, connectivity, and other factors effecting systems operations and performance. Ensure IT equipment interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Install, test, and support new and existing software. Keep up to date on new and emerging technologies. Install and set up computers for new and existing employees. Install, replace, troubleshoot, and upgrade network connectivity components such as routers, switches, and servers, ensuring LAN and WAN connectivity. Provides technical support to customers by identifying and resolving problems. Leverage ServiceNow to record, distribute, monitor, report, and document instances of problems, issues, requests, or questions as they are received or assigned. Ensure data integrity and accuracy for all reported problem ticket information entered into ServiceNow. Maintain Correctional Education (CE) Intranet and related services in accordance with policy. Ensure maximum uptime and performance of the school networks and their servers to ensure maximum educational progress. Manage relevant system and server user accounts and ensure privileges are at appropriate levels. Ensure anti-virus systems are in place and kept up to date. Maintenance and upkeep of CE Student application, CEMain website, CELibrary, and all associated documentation and SOP's for support of these systems and applications.

IT Hardware & Software Support

Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.) Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Install, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.

Customer Service

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA's and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

Queue & Workload Management

Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs

IT Collaboration

Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution.

IT Asset & Inventory Support

Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to

reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

Other Duties as Assigned

Perform other job-related duties as required by business needs.

Qualifications

Education and Years of Experience:

• Prefer at least an Associates degree but not required
• 5 years of Help Desk/Desktop support experience required.

Required and Desired Skills/Certifications:

• Preferred to have A+, Network+ or ITIL Certification

Physical Requirements: Ability to lift 50lbs, handle computer equipment

Min. Citizenship Status Required: H-1B

Location: Home Location 100 Community PL, Crownsville, MD 21032

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Community - Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
• Financial - Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment through Spotlight, employee referral
• Wellness - Healthcare benefits, Wellness programs provide employees with several wellness options

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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