HELP DESK - SERVICE DESK - FIELD TECHNICIAN
Summary
Title:HELP DESK - SERVICE DESK - FIELD TECHNICIAN
ID:1403
Required Education:High School Diploma
Job Duration :Long-Term
Job Location:Baltimore, Maryland
Required Certifications:N/A
Job Description:See Full Job Description
Required Years of Experience:Minimum of 3 Years
Description
Position: Help Desk – Service Desk – Field Technician
Location: Baltimore, MD
Work Hours: Normal business hours, except for State holidays and occasional off-hours support

DK Consulting Overview:
Founded in May 2003, DK Consulting, LLC, a woman-owned small business, was formed to provide management and technology solutions based on industry best practices. DK Consulting, LLC works with multiple State, Federal, and Commercial customers, and our services range from providing customers with that one ‘critical resource’ to assuming responsibility for an entire IT project. We maintain exceptional past performance and provide a personal touch to account management that is rarely seen in the industry today. Some of our awards include:
DK Consulting Recognized in Inc. Magazine’s Top 5000 List – 2012, 2016, 2017, 2018!
DK Consulting’s CEO Named One of the Top Female CEOs in Baltimore by SmartCEO Magazine - 2015!
DK Consulting Awarded Top 100 MBE’s in 2017 by CRMSDC!
 
Responsibilities:
  • Answer Service Desk calls and log each call into the IT Service Desk system (presently IBM Maximo).
  • Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
  • Ensure that all workstations have current drivers, patches and security updates.
  • Create/restore workstation images.
  • Troubleshoot workstation network connectivity issues.
  • Set up new workstations and printers to access the network.
  • Deploy new state procured equipment and software to the existing network.
  • Replace existing hardware/software and remove the hardware/software and transport to a specified location.
  • Document moves/adds/changes in accordance with inventory and policies/procedures.
  • Troubleshoot issues regarding all hardware and software stated above.
  • Install software/hardware on workstations.
  • Work in cooperation with the current contractors as well as other staff.
  • Attend internal staff meetings as requested.
  • Update Service Desk requests on a daily basis.
  • Assist in the development of installation instructions/standard operating procedures for applications.
  • Other related duties as assigned by IT management.
Requirements:  At least three (3) years’ experience in each of the following:
  • Providing Tier 1 IT support to customers in a Service Desk environment
  • Troubleshooting PC hardware and software in a Microsoft networked environment
  • Microsoft Active Directory user and device management
  • Repairing, installing, upgrading, and reconfiguring:
    • PCs
    • Laptops
    • Stand-alone and networked printers
    • Stand-alone and networked scanners
    • Modems
  • E.Installing and configuring:
    • PC operating systems (at a minimum Microsoft Windows 7)
    • Server operating systems (at a minimum Microsoft Windows Server 2008)
    • Standard software (at a minimum all of the following): Microsoft Office 2013 Productivity Suite, Microsoft Outlook 2013 Email Client, McAfee Virus Scan, and Adobe Acrobat Reader
    • Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent
    • Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LANDesk

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