End User Support Specialist

7 days ago

Baltimore, MD, United States InstantServe LLC Full time
Title: End User Support Specialist

Location: Baltimore, MD

  1. Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person.
  2. Determine the best solution based on the issue and details provided by customers
  3. Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications;
  4. Develop/configure "agency specific" software
  5. Isolate and diagnose common hardware/software problems
  6. Maintain records of repairs and fixes for future reference and updates of procedures
  7. Document changes and improvements
  8. Ability to work with other IT professionals as needed for product/application support
Education and Experience:

Minimum Education and Experience Requirements

Requirements.
  1. Associate degree.
  2. Two years of computer and customer support, applications analysis, and/or data security and testing experience.
  3. Verbal and written communication skills.
  4. Previous IT experience in government is preferred.
  5. Equivalencies. An equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.
Skills Requirements:

Required Skills, Knowledge and Abilities
  1. Knowledge of the installation, maintenance, and enhancement of microcomputer systems and mainframe client servers.
  2. Knowledge of the interrelationship of systems analysis, computer programming, and information technology operations.
  3. Knowledge of current trends and developments in network-based communications systems.
  4. Knowledge of computer-based communications protocols.
  5. Skill in developing database queries and generating reports.
  6. Skill in installing, repairing, and troubleshooting network programs, hardware, and systems.
  7. Skill in cartographic map design, accuracy of presentation with required map components and elements, layout and design.
  8. Ability to analyze, apply logic and solve technology problems.
  9. Ability to establish and maintain effective working relationships with vendors, management, technical co-workers and support specialists, and system users.
  10. Ability to design complex systems consisting of a wide variety of programs, procedures, and forms.
  11. Ability to schedule and perform preventative and corrective maintenance procedures and repairs.
  12. Ability to write detailed technical reports and analyses.
  13. Ability to develop a working knowledge of computer systems software and operating systems.
  14. Ability to develop systems software and systems software testing procedures.

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