Desktop Support Specialist

2 days ago


Baltimore, Maryland, United States VDart Full time
Job Title: Desktop Support Technician

VDart is seeking a skilled Desktop Support Technician to join our team. As a key member of our IT support team, you will be responsible for providing technical assistance and support to our clients.

Key Responsibilities:
  • Provide hardware, software, and network problem diagnosis and resolution via telephone, email, chat, or remote support.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
  • Administer and provide user account provisioning.
  • Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumventions.
Requirements:
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with Windows Operating Systems.

Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008

Technical Requirements:

  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, or Service NOW
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (2003, 2007, 2010, 2013, and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio, and Lync 2010/2013
  • Internet browsers (e.g., Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • iPhone and Android mobile device support

Other Skills/Experience:

  • Ability to successfully provide hardware/software/network problem analysis and resolution support in person, over the phone, or through remote connection.
  • Personal dedication to providing high-quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality

Certification Requirements:

  • Preferred CompTIA A+/MCP/MSCE/MSCA or HDI CSS or Cisco certification
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred


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