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Service Desk/ Desktop Support/ Technical Support

3 months ago

Baltimore, United States Priwils, Inc Full time
Job DescriptionJob Description

Scope of Work:

This position involves providing comprehensive IT system, hardware, and software support for various IT environments. Key responsibilities include managing and supporting desktop and server operating systems, particularly Microsoft Server, administering virtualization platforms such as VMware, and performing duties as assigned by the MDTA Division of Information Technology management.

Position Responsibilities:

  • Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo).
  • Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo).
  • Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
  • Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.
  • Create/restore workstation (laptop and desktop) images.
  • Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.
  • Set up new workstations (laptop and desktop) and printers to access the network.
  • Deploy new state procured equipment and software to the existing network.
  • Replace existing hardware/software and remove the hardware/software and transport to a specified location.
  • Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.
  • Troubleshoot issues regarding all hardware and software stated above.
  • Install software/hardware on workstations.
  • Work in cooperation with the current contractors as well as other MDTA staff.
  • Attend internal MDTA staff meetings as requested.
  • Update Service Desk requests daily.
  • Assist in the development of installation instructions/standard operating procedures for applications.

Qualifications:

  • Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment
  • Troubleshooting PC hardware and software in a Microsoft networked environment
  • Microsoft Active Directory user and device management
  • Repairing, installing, upgrading, and reconfiguring: PCs, Laptops, Stand-alone and networked printers, Stand-alone and networked scanners Modems, Installing and configuring:
  • PC operating systems (at a minimum Microsoft Windows 10).
  • Server operating systems (at a minimum Microsoft Windows Server 2012 or greater).
  • Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader.
  • Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent.
  • Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent

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