End User Support Specialist

DMI•Baltimore, MD

23h•Onsite

About The Position

DMI, LLC is seeking an End User Support Specialist to join their team. This role is responsible for supporting State agencies with their end-user technology needs, including the maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software. The position supports Windows-based operating systems and standard productivity software like Microsoft Office, G Suite, and Adobe. Familiarity with web browsers (Google Chrome preferred) and video conferencing tools (Zoom, WebEx, Cisco Jabber, GoToMeeting, Google Meet) is expected. The role may require supporting multiple locations or agencies, potentially necessitating the use of a State or personal vehicle, with mileage reimbursement provided.

Requirements

3+ years of Help Desk/Desktop support experience required.
Strong communication and customer service skills
Ability to identify and decide on how to best resolve issues presented as well as technical escalations.
Responsible for anticipating, planning, coordinating, and evaluating the technical requirements and needs of DoIT supported customers.
US citizenship may be required for some positions.

Nice To Haves

Associate’s degree
A+ certification
Network+ certification
Security+ certification

Responsibilities

Installation and maintenance of hardware such as printers, scanners, or other devices.
Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.).
Installation of applications software and 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.
Ensure desktop computers 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.
Keep up to date 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.
Configure laptops and ensure the timely delivery by mail of equipment for teleworkers.
Provide customer service, working assigned tickets to meet established SLO/SLAs and customer expectations.
Document all work in ServiceNow, including appropriate notations regarding issues identified and actions taken.
Apprise customer of progress made towards ticket resolution.
Demonstrate courteous and professional behavior and provide excellent customer service at all times.
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.
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.
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.
Work on technical projects as assigned.
Maintain appropriate level of documentation for project related work.
Report project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.
Assist in the completion and capture of physical inventory for DoIT supported sites.
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.
Perform other job-related duties as required by business needs.