Job ID: MD-J02B8400029-HDJ (97591126)
Desktop/Helpdesk Technician with incident management, PC/printers installation/troubleshooting and active directory experience
Location: 707 North Calvert Street, Baltimore, MD / 7491 Connelly Dr. Hanover, MD 21076 (Maryland Department of Transportation State Highway Administration (MDOT SHA)
Duration: 5 years
Positions: 1 (1/1)
Interview: In-person
Documents: Attached doc to be filled and signed manually with ink
At least two (2) years of experience in the following technical areas:
1)Prior experience working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
2)Prior experience with troubleshooting applications like, Microsoft Office, Outlook, Active Directory, remote access
3)Prior experience using a knowledge base to identify and troubleshoot issues
4)Prior experience using a ticketing system to create, document, track and route tickets while adhering to service level agreements.
2.3.3Primary Responsibilities for Helpdesk Specialist (Junior)
To Contractor personnel shall participate on enhancing service desk knowledge base. Participation can include but is not limited to the following:
A.Monitor industry standard service desk. Troubleshooting with end-user, triaging service tickets, routing to appropriate tier 2 and tier 3 support.
B.Document and communicate information to develop templates based on user calls to the service desk manager. Assist service desk manager with documentation knowledge base, to include closing of tickets.
C.Assist in enhancing documentation for tier 2 and tier 3 routing.
D.Develop and maintain or assist in the development and maintenance of tier 1 documentation.
E.Attend staff meetings, as well as other meetings, as required.