End User Support Specialist

DMI • Annapolis, MD

20h • Onsite

About The Position

DMI, LLC is seeking an End User Support Specialist to join us. The End User Support Specialist (EUSS) is 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 which is specific to each agency’s needs.
This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.
While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies. When assigned work at other locations the use of a State or personal vehicle, may be necessary. Standard mileage allowance will be paid for use of a privately owned vehicle if a state vehicle is not available.

Requirements

• Prefer at least an Associate’s degree but not required.
• 3+ years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Nice To Haves

• A+
• Network+
• Security+

Responsibilities

• IT Hardware & Software Support - 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 effecting 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. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.
• Customer Service - Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA's 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 customer 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 SLO/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. 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. Maintains 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.
• Other Duties as Assigned - Perform other job-related duties as required by business needs. Accordance with DoIT asset policies.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree