Desktop Support technician

Position Overview

The role of Desktop Support Technician is based in Baltimore, MD. This position is responsible for providing technical support for hardware, software, and network issues, ensuring end users receive timely and effective assistance.

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 for customers’ end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
• Administer and provide user account provisioning.
• Use the ticketing system to document and manage problems, work requests, and their respective resolutions.
• Respond to telephone calls, email, instant messages, and assigned tickets from users; assign work orders/incidents to appropriate support teams and follow up until closure.
• Diagnose problems through discussions with users including recognition, research, isolation, resolution, and follow-up; provide level 1 remote desktop support based on SOPs.
• Perform user account management activities and escalate complex problems to appropriate support specialists.
• Evaluate, analyze, and set up PC-based software products including word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications.
• Troubleshoot client software and basic network connectivity issues.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users and operators on a limited basis and/or develop training procedures.
• Participate in ongoing training and departmental development.
• Perform routine maintenance updates with IT staff and business units.
• Provide required documentation including standards, configurations, diagrams, and knowledge transfer of end user computing operations.

Required Qualifications

• Disciplined, systematic problem solving skills.
• Hands-on work experience with Windows Operating systems, including Clients (Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000) and Servers (Windows 2000, Windows 2003, Windows 2008).
• Knowledge of Active Directory and Exchange (2003/2007).
• Familiarity with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, or Service NOW.
• Experience with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows native tools.
• Proficiency in MS Office Suite (from 2003 to 2016 versions, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio, and Lync).
• Familiarity with Internet browsers (Explorer, Chrome, Firefox) and troubleshooting JAVA and Flash player issues.
• Experience with VPN and remote dial-in support.
• Ability to support laptops, desktops, printers, and mobile devices (iPhone and Android).
• Familiarity with Adobe Acrobat and other common desktop applications such as WinZip.