Service Desk Technician
Summary
Title:Service Desk Technician
ID:1389
Required Education:High School Diploma
Job Duration :Long Term
Job Location:Annapolis and various sites throughout Maryland
Required Certifications:N/A
Job Description:See Full Job Description
Required Years of Experience:5 Years
Description
POSITION: Service Desk Technician
ANTICIPATED START: January 14, 2019
CONTRACT LENGTH: Multi-Year
LOCATION: Annapolis, MD/ Travel to various sites throughout Maryland is required.
WORK HOURS: Monday – Friday, 8:30am-5:00pm. Occasional off hours support may be required

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:
  • The installation, configuration and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at Various Court /Administrative Office Locations).
  • Triaging incidents in the incident management system – ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
  • Communication with users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.
  • Account management - including password resets and account troubleshooting.
  • Follow asset management inventory control procedures set by the client to ensure the assets of the court system are tracked accurately.
  • Perform Technology Refreshes.
  • Maintain password, data integrity and file system security for the computing environment.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Validate with customer prior to leaving the assignment.
  • Continue develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards, and trends. Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).
  • Other duties or tasks as assigned by management.
Requirements:
  • Successful background and fingerprinting results
  • Minimum of three (3) years of formal information technology, desktop support, customer support, customer service, technology management experience.
  • Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.
  • Practical experience with an enterprise incident management system. (ServiceNow preferred)
  • Certification from CompTIA, Microsoft, or HDI are a plus.
  • Knowledge of Windows desktop operating systems and file systems to include Active Directory.
  • Knowledge of TCP/IP device configuration and the client network structure.
  • Familiarity with ITIL/ITSM Concepts
  • Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end users, vendor development staff, as well as all levels of management and judicial personnel in a highly visible, fast pace, and sometimes stressful environment.
  • Strong ability to be self-motivated and self-starting. Proactively seek out solutions (including collaborating with peers) prior to contacting management for assistance.
  • Proficient planning & organization skills - setting and managing personal priorities. Able to set priorities and handle multiple competing demands.
  • Ability to ensure proper recording, documentation, routing and closure of incidents.
Required Education:
A Bachelor’s Degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
OR
Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all of the education requirement.

Work Environment and Physical Requirements:
Must be able to safely lift and move pieces of hardware weighing up to 50lbs. May need to handle heavier pieces of equipment with additional help.
Stooping, kneeling, and crawling may be needed for installation of equipment.
Ability to use small hand tools appropriate to computer installation and repair. Technicians cannot be blind, color blind nor deaf. Position requires use of two hands.
Ability to travel alone to multiple Court / Administrative Office Locations throughout the State of Maryland to perform work responsibilities. Must be able to operate a personal owned motor vehicle.

Contract resources are not authorized to operate State vehicles. If not teamed with a State employee, the contract resource will be required to use their personal vehicle to travel to work locations and transport State equipment. Some assignments may require overnight travel due to distance to the site or length of the assignment. If overnight travel is requested, driving to and from the site to avoid overnight travel is not an option. The client travel policy will govern travel expenses, including mileage.

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