Service Desk Technician (Contractor) (Onsite)

Serigor•Baltimore, MD

2d•Onsite

About The Position

The Service Desk Technician provides customer-facing technical assistance and supports computer hardware, software, and operating systems. The role installs, configures, and tests software and operating systems, and unpacks, sets up, and tests computer hardware and printers for internal and external users. The technician serves as an initial contact for technical issues, provides on-demand support to VIP users, monitors and resolves service desk tickets and escalations, and maintains inventory and reports for the city's computer refresh program.

Requirements

At least an Associate degree in Information Technology, Computer Science, or a related discipline from an accredited college or university; equivalent combinations of education and experience may be considered.
One to two years of customer support and/or customer service experience.
Ability to consistently follow instructions.
Excellent verbal and written communication skills.
Ability to remain self-motivated, pay attention to detail, and meet deadlines.
Ability to maintain effective working relationships with personnel from various City Agencies, other client staff, and vendors.
Ability to engage in multiple initiatives simultaneously and work independently at times.

Responsibilities

Serve as the initial point of contact for customers seeking technical assistance by phone, chat, email, or in person.
Provide immediate on-demand technical support to VIP users, including the Comptroller and Mayor, for system performance and availability issues.
Monitor the Service Desk ticket queue, resolve tickets, and handle escalations.
Resolve problems and requests involving PC hardware and systems, including diagnosing network problems, applying PC updates and standard software, troubleshooting web browsers and basic network connectivity, and configuring laptops and desktops for agency needs.
Increase computer memory when needed and appropriate for the processor, and troubleshoot or replace video and network cards.
Install and test hardware and peripheral components; load operating systems, networking components, office applications, and other appropriate software packages.
Customize and adapt existing programs to meet users' requirements.
Test new programs for compatibility, verify program objectives and specifications, compare programs with established standards, and make modifications as needed.
Review existing program objectives and specifications, evaluate proposed changes, recommend improvements, and make modifications.
Maintain inventory for the refresh program and run reports on computers and laptops in the city's environment.
Install, configure, and test software and operating systems; unpack and set up computer hardware and printers for internal and external users.