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End User Support Specialist

2 months ago

Baltimore Maryland, United States DMI Full time
About DMI

DMI is a leading global provider of digital services, operating at the intersection of public and private sectors. With a broad range of 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, LLC is seeking an End User Support Specialist to join our team.

The End User Support Specialist will be responsible for supporting one or more State agencies 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 specific to each agency's needs.

Key Responsibilities
  1. IT Hardware & Software Support
  • Installation and maintenance of hardware such as printers, scanners, or other devices.
  • Installation of applications and software and any approved customization as required.
  • Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting systems operations and performance.
  • Provide technical support for MAC and Windows users.
  • Diagnose and resolve hardware and software issues on both platforms.
  • Configure and deploy MAC and Windows devices.
  • Assist end users with setting up and configuring MAC and Windows devices.
  • Create and maintain user-friendly instructional documentation as needed.
  • Ensure approved MAC and Windows systems interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
Customer Service
  • Customer service is a critical function of this role, and as such, we have established Service Level Objectives (SLOs) and Service Level Agreements (SLAs) to align with reasonable customer expectations.
  • This position should work assigned tickets so as to meet established SLOs/SLAs 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 customers 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 SLOs/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.
  • Participate in IT projects and initiatives related to MAC and Windows systems.
  • 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.
Technical Projects
  • Work on technical projects as assigned.
  • Maintain appropriate level of documentation for project-related work.
  • Reports project-related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.
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.
Qualifications

Education and Years of Experience:

  • Prefer at least an Associate's degree but not required.
  • 3+ years of Help Desk/Desktop support experience required.

Required and Desired Skills/Certifications:

  • General knowledge of MacOS usability in a workplace environment (workflow, application launching, changing settings, etc.).
  • Understanding of OS-specific differences between Windows and MacOS (application file types, terminal commands, file/drive encryption options (bitlocker vs filevault), etc.).
  • Application installation and removal.
  • Peripheral setup and general compatibility (ie. A thunderbolt USB-C dock is compatible with both OS).
  • Ideal Candidate would have some of the following certifications:
    • A+
    • Network+
    • Security+