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Senior Help Desk

3 months ago

Baltimore, United States Tritech Enterprise Systems Full time
TriTech Enterprise Systems Inc. (TriTech) is seeking several 'Senior Helpdesk Specialists' to support the Maryland Department of Transportation (MDOT), State Highway Administration (SHA), the Office of Information Technology (OIT) project.Responsible Duties:These Senior Helpdesk specialists shall perform the following duties: Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors.Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.Work with the assigned lead for all desktop-related projects to assist in user testing. Identify and document all applications and software to be tested, and work with end users in specifically identified offices to ensure testing is completed and results are documented and shared. Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.Installation and troubleshooting of printers, plotters, and copiers.Assist in monitoring the SHA Desktop Maximo queue, triage, and resolve service requests assigned to the queue. Document resolutions in the service request worklog.Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.Attend and participate in desktop support staff meetings, or other meetings within SHA as a representative of the desktop team, as required.Ensure SHA OITs SOP, policies, and procedures are followed.Education: A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.This position requires a minimum of seven (7) years of experience in a business IT environment with an emphasis on PC hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields.At least five (5) years of comprehensive knowledge of PC operating systems, e.g., DOS, and Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.TriTech is an Equal Opportunity Employer

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