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User Support Technician

2 months ago

Linthicum Heights, Maryland, United States DMI (Digital Management, Inc.) Full time


User Support Technician

Job ID

Category

Infrastructure Support

Location

US-MD-Linthicum Heights

About DMI

DMI is a prominent global provider of digital solutions, operating at the crossroads of public and private sectors. With extensive capabilities in IT managed services, cybersecurity, cloud migration, and application development, DMI delivers both on-site and remote assistance to clients across various sectors including government, healthcare, finance, transportation, manufacturing, and other essential infrastructure domains. DMI has expanded to over 2,100 employees worldwide and has consistently been recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI, LLC is in search of a User Support Technician.

The User Support Technician (UST) is tasked with assisting multiple State agencies with their end-user technology requirements. This encompasses, but is not limited to, the upkeep and management of desktop computers, laptops, tablets, mobile devices, printers, and associated hardware and software tailored to each agency's specifications.

This role involves providing technical support and expertise for both Windows and MAC OS operating systems, covering both current and legacy versions. The technician will support standard productivity software as determined by DoIT and the agencies it serves, including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the preferred web browser, familiarity with alternative browsers is expected. The technician is also anticipated to assist with video conferencing tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

Although this position generally supports a single location or agency, there may be occasions requiring support for additional locations or agencies. When assigned to other sites, the use of a State or personal vehicle may be necessary.

Key Responsibilities:

IT Hardware & Software Support

Installation and maintenance of hardware such as printers, scanners, and other devices. Installation of applications and software along with any approved customizations as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting system 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. Install, test, and support new and existing software. Install upgrades/service packs as needed. Stay informed 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 timely delivery of equipment.

Customer Service

Customer service is a vital aspect of this role, and we have established SLO/SLAs to align with reasonable customer expectations. This position should manage assigned tickets to meet established SLO/SLA's and 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 keep customers informed 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 manage 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 User Support team members on resolving technical issues, researching and investigating 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 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 documentation for project-related work. Report project-related issues, milestones, and completion of deliverables to 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 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, and travel may be required using a personal vehicle.

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.
  • Must possess strong communication and customer service skills.

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, etc.)
  • Application installation and removal.
  • Peripheral setup and general compatibility.

Ideal Candidate would have some of the following certifications:

  • A+
  • Network+
  • Security+

Additional Requirements:

This position will require the User Support Technician to identify and decide on the best resolution for issues presented as well as technical escalations. They will be responsible for anticipating, planning, coordinating, and evaluating the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user, as deemed appropriate.

Physical Requirements: No physical requirements needed for this position.

Location: Linthicum, MD and will be fully onsite with a shift of Mon-Friday from 9am-5:30pm.

#LI-MP1

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. 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:

  • 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 matches 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, employee referral bonuses.
  • Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other 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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