Service Desk Analyst

DMI•Baltimore, MD

12d•$60,000 - $72,000•Hybrid

About The Position

DMI, LLC is seeking a Service Desk Analyst to support a large State of Maryland agency. This role involves providing day-to-day support for software and hardware Tier I service requests, working with end users to identify and deliver required PC services, and installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user network peripheral devices. The analyst will perform on-site analysis, diagnosis, and resolution of complex PC problems, and schedule and perform PC network hardware and peripheral equipment improvements and repairs. Responsibilities also include consulting with users on network software and hardware needs, receiving and logging incoming calls and emails regarding PC and hardware problems, and accurately documenting within MDOT and MTA’s service and problem ticket system. The role requires preparing technical and user documentation, diagnosing and repairing network software and hardware issues, maintaining knowledge of hardware contracts, and entering data into inventory systems. Additionally, the analyst will process retirement work orders, perform annual physical inventories of computer assets, and tag and record IT equipment deliveries.

Requirements

A Bachelors degree in an IT related field is required
6 years of experience
Must be able to complete a required fingerprint background investigation.
Must be a U.S. Citizen

Nice To Haves

A+ certification
Network+ certification
ITIL certification
Security+ certification

Responsibilities

Provide day-to-day support troubleshooting software and hardware Tier I service requests.
Work with end users to identify and deliver required PC services.
Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
Consults with users to discuss local or wide area network software and hardware needs, to assess existing software and hardware and to survey the sites where networks will be located.
Receive, log, and respond to incoming calls, pages, and/or emails regarding PC and/or hardware problems. Accurately document within MDOT and MTA’s service and problem ticket system.
Prepares and assembles technical documentation and user documentation for network software and hardware.
Diagnoses network software and hardware problems and makes repairs and adjustments or obtains service from software and hardware vendors and maintenance vendors.
Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
Enter data into MDOT and MTA’s Inventory database and spreadsheet systems.
Process retirement work orders, which includes, collecting and stacking old computers and peripherals; removing hard drives; recording inventory information on the retirement log; and following all Maryland State procedures related to retiring old equipment.
Perform an annual physical inventory of computer assets across all MDOT and MTA locations.
Tag and record all IT equipment deliveries at the appropriate MDOT and MTA locations.