IT Support Technician - onsite Baltimore MD 21221

Novalink Solutions LLC

3d•Onsite

About The Position

HELP DESK SUPPORT TECHNICIAN The ideal candidate must possess the following: Responsibilities: Communicates with all levels of customers • Installs and configures applications and other supported software packages Performs basic troubleshooting and triage of computers via remote computer access and phone • Resolves routine issues and problems related to hardware and software Creates tickets for all problems called into the Technology Helpdesk • Quickly escalates issues and problems that are not resolvable as necessary Assists clients with resolving device related issues via telephone support • Helps determine technical needs of supported systems • Participates as team member on projects Records activities in the service desk software system Updates/Creates internal supported system documentation Communicate technical issues, risks, and approaches to clients • Performs other duties as assigned All support technicians are required to be onsite and travel between BCPS locations. Employees will be expected to travel across Baltimore County. It takes approximately 1 to 1.5 hours to travel across the county in standard rush hour traffic. Please keep in mind that employees commuting from areas that are already 1 to 1.5 hours away may have an additional commute and are expected to be at work on time and work until the close of business. BCPS cannot guarantee that employees will be stationed in an area close to their homes or childcare. Employees may be expected to travel between sites and are required to do so. The support tech position is NOT a bench tech position even though there may be times when techs are assigned to repairs exclusively. The assignment of support or bench is at the sole discretion of Baltimore County Public Schools.Hours and Location Work location will be at multiple schools/locations within Baltimore County. Work hours will be determined during hire but will be 7.5 hours per day between the hours of 7:00 AM and 4:30 PM. Workdays are M-F. No holiday pay or school closing pay will be paid. Travel is a part of this position's duties. BCPS does not pay mileage for contractor positions. Interview Interviews will be held in person. Employee Requirements All candidates must present a fingerprint card indicating they passed their background check. Must be able to work onsite and travel between multiple locations All support technicians are required to be onsite and travel between BCPS locations. Employees will be expected to travel across Baltimore County. It takes approximately 1 to 1.5 hours to travel across the county in standard rush hour traffic. Please keep in mind that employees commuting from areas that are already 1 to 1.5 hours away may have an additional commute and are expected to be at work on time and work until the close of business. BCPS cannot guarantee that employees will be stationed in an area close to their homes or childcare.

Requirements

Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment
Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
Experience with remote troubleshooting preferred
Possession of a valid class C Maryland driver's license or an equivalent is required.
All candidates must present a fingerprint card indicating they passed their background check.
Must be able to work onsite and travel between multiple locations

Nice To Haves

Possession of A+ (Remote Technician) and Network+ certification is preferred
Knowledge of computer operations and support
Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
Skill in establishing and maintaining effective working relationships
Skill in effectively prioritizing assignments and tasks
Skill in communicating clearly and effectively
Ability to provide consistent quality customer service
Ability to deescalate customers
Ability to maintain confidential information

Responsibilities

Communicates with all levels of customers
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Quickly escalates issues and problems that are not resolvable as necessary
Assists clients with resolving device related issues via telephone support
Helps determine technical needs of supported systems
Participates as team member on projects
Records activities in the service desk software system
Updates/Creates internal supported system documentation
Communicate technical issues, risks, and approaches to clients
Performs other duties as assigned