We are looking for Service Desk Technician in Annapolis, MD for 12+ months contract position. Please send your resume along with hourly rate expectation to ASAP or call me at 443-283-1159.
Please refer someone else if you are not available at this time or you are not right match for this job opportunity. We have great Referral Bonus up to $500! Please don't miss to refer someone who are looking for projects.
Position: Service Desk Technician
Location: Annapolis, MD 20772
Duration: 12+ months
Client: Direct Client
Roles and Responsibilities:
Communication with Judiciary Users including receiving phone calls and responding to emails or instant messages.
Account management - including password resets and account troubleshooting.
Triaging incidents in our incident management system ServiceNow.
The timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
The installation, configuration and troubleshooting of computer hardware and computer software.
Imaging new equipment for installation in the field.
Providing instruction on how to operate and/or access computer hardware and computer software
A bachelors 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.
Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all of the education requirement.
Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.
Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience
Technical training in combination with an industry certification may substitute for some or all of the education requirement.
Practical experience with an enterprise incident management system.
Practical experience with ServiceNow is a plus.
Certification from CompTIA, Microsoft or HDI are a plus.
Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.
Knowledge of Windows desktop operating systems and file systems to include Active Directory.
Knowledge of TCP/IP device configuration and the Judiciary network structure.
Knowledge of software specific to the MD Judiciary and its unique environment.
Proficient problem-solving, communication and inter-personal skills. A strong ability to learn and think critically.
Able to diffuse tense situations. Experience with dealing with people in a highly visible, fast pace, and sometimes stressful environment. Ability to handle people in varying situations, including when users are frustrated, anxious or upset.
Demonstrated customer service abilities (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.).
Strong ability to be self-motivated and self-starting. Able to control attention, minimize distractions to achieve greater efficiency. Proficient planning & organization skills - setting and managing personal priorities. Able to set priorities and handle multiple competing demands.
Ability to research and learn about new technology and apply that knowledge to diagnosing complex or challenging problems.
Ability to proactively seek out solutions (including collaborating with peers) prior to contacting management for assistance.
Ability to be a team player. Demonstrate being team oriented, ensuring that there is respect shown for customers, team member, peers and management. Ability to ensure proper recording, documentation, routing and closure of incidents. Familiarity with ITIL/ITSM Concepts