Service Desk Technician
Zolon Tech Solutions Inc
Annapolis , MD 21402
Posted 2 months ago
Title: Service Desk Technician
Location : Annapolis, MD 21401
Duration : 5 Years
JOB DUTIES AND RESPONSIBILITIES:
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.
Knowledge of software specific to the MD Judiciary and its unique environment.
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 a 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 fo 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
Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.
Knowledge of Windows desktop operating systems and file systems to include
Knowledge of TCP/IP device configuration and the Judiciary network structure.
Proficient problem-solving, communication and inter-personal skills.
A strong ability to learn and think critically.
Familiarity with ITIL/ITSM ConceptsResponsibilities:
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 our incident management system ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
Be proactive in anticipating and resolving problems.
Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose resolution and ensure implementation. Take the term customer service to heart.
Communication with Judiciary 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 Administrative Office of the Courts and the District Court to ensure the assets of the court system are tracked accurately. Performing Technology Refreshes.
Maintain password, data integrity and file system security for the computing environment.
CompTIA Cerificate, Courts OR Judiciary,TCP/IP, Troubleshoot, Servicenow,ITIL/ITSM