Datacenter technician

Position Overview

We are seeking a Desktop Support Technician based in Baltimore MD. In this role, you will be responsible for imaging and configuring laptops and desktops for distribution, providing hardware, software, and network problem diagnosis/resolution via various channels, and managing user account provisioning and ticket documentation. You will play a critical role in ensuring our IT environment runs smoothly.

Key Responsibilities

• Image and configure laptops and desktops for distribution to onsite, remote users, and special projects.
• Provide hardware, software, and network problem diagnosis/resolution via telephone, email, chat, or remote support.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff for problem resolution.
• Administer and provide user account provisioning.
• Use the ticketing system to document and manage problems, work requests, and their resolutions.
• Respond to telephone calls, emails, instant messages, and assigned tickets; assign work orders/incidents to appropriate support teams and follow up until closure.
• Diagnose issues through discussions with users, including problem recognition, research, isolation, resolution, and follow-up; provide level 1 remote desktop support in accordance with SOPs.
• Perform user account management activities and escalate complex problems to appropriate support specialists.
• Evaluate, analyze, and set up PC-based software products (e.g., word processors, spreadsheets, presentation graphics, databases, email, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize customer problems and complaints.
• Provide basic training to users and/or develop training procedures as needed.
• Participate in ongoing training and departmental development.
• Perform routine maintenance updates with IT staff and business units.
• Prepare and transfer all required documentation, including standards, configurations, and diagrams.
• Facilitate knowledge transfer of End User Computing operations.

Required Qualifications

• Disciplined, systematic problem-solving skills.
• Hands-on work experience with Windows Operating Systems (Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000; Servers: Windows 2000, Windows 2003, Windows 2008).
• Knowledge of Active Directory and Exchange 2003/2007.
• Experience with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, or Service NOW.
• Proficiency with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Strong working knowledge of MS Office Suite (MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, MS Visio, and Lync).
• Familiarity with internet browsers (Explorer, Chrome, Firefox) and the ability to troubleshoot Java and Flash player issues.
• Experience supporting VPN and remote dial-in users.
• Capability to support laptops, desktops, printers, as well as iPhone and Android mobile devices.
• Experience with Adobe Acrobat and other common desktop applications such as WinZip.