Helpdesk Specialist (Junior)

Baltimore, MD
Full Time
TRI-BALT-MDTA-0001
Entry Level
TriTech Enterprise Systems, Inc. (TriTech) is seeking 'Junior Level Helpdesk Specialists'.  These candidates will be supporting a Maryland State client. These candidates will be providing the following duties:
  1. Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo).
  2. Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo).
  3. Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system
  4. Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates
  5. Create/restore workstation (laptop and desktop) images
  6. Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues
  7. Set up new workstations (laptop and desktop) and printers to access the network
  8. Deploy new state procured equipment and software to the existing network
  9. Replace existing hardware/software and remove the hardware/software and transport to a specified location
  10. Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures
  11. Troubleshoot issues regarding all hardware and software stated above
  12. Install software/hardware on workstations
  13. Work in cooperation with the current contractors as well as other MDTA staff
  14. Attend internal MDTA staff meetings as requested
  15. Update Service Desk requests daily
  16. Assist in the development of installation instructions/standard operating procedures for applications
  17. Perform other related duties as assigned by management.
Education:
  • A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.
General Experience:
  • This position requires a minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications.
  • General experience includes information systems development, work in the client/server field, or related fields.
Specialized Experience:
  • At least two (2) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk.
  • Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude.
TriTech is an equal opportunity employer......
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