Junior Helpdesk Specialist

Baltimore, MD

Full Time

Mid Level

TriTech Enterprise Systems Inc. (TriTech) is seeking several 'Junior Helpdesk Specialists' to support the Maryland Department of Transportation (MDOT), State Highway Administration (SHA), the Office of Information Technology (OIT) project.
Responsible Duties:
These Junior Helpdesk specialists shall perform the following duties:

Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors.
Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriate Tier 2 and Tier 3 support.
Document and communicate information to develop templates based on user calls to the Service Desk Manager. Assist the Service Desk Manager with the documentation knowledge base, including closing of tickets.
Assist in enhancing documentation for Tier 2 and Tier 3 routing.
Develop and maintain or assist in the development and maintenance of Tier 1 documentation including a knowledge base.
Attend staff meetings, as well as other meetings, as required.
Ensure SHA OIT’s SOP, policies, and procedures are followed.

Preferred Experience:
At least two (2) years of experience in the following technical areas:

Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
Troubleshooting applications like Microsoft Office, Outlook, Active Directory, remote access.
Using a knowledge base to identify and troubleshoot issues.
Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.

TriTech is an Equal Opportunity Employer!

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Junior Helpdesk Specialist

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