Help Desk Specialist

Description

Welcome to Interclypse, where innovation meets passion. Every team member is a vital piece of our success story. We are not just a company, but a dynamic community driven by the shared vision of redefining excellence. At Interclypse, you will find more than a career – you will discover a vibrant ecosystem where your talents are celebrated, your ideas are embraced, and your potential is achieved.

Every Interclypse team member can benefit based on their efforts and collectively benefit through the overall company’s success. Join our mission to positively impact society, community, industry, and individuals by always “Doing What is Right”. Together, let's pioneer a future where greatness is achieved and exceeded.

To actualize this vision, Interclypse employs a growth mindset culture that empowers employees to rise in their careers by providing them with tools, mentorship, and a supportive environment to ensure long-term success.

Interclypse is supporting several Maryland state agencies in the modernization and sustainment of critical systems. This exciting opportunity provides candidates with the ability to contribute to the long-term health and success of the state while continuing to learn and grow professionally within Interclypse’s growth mindset culture.

All positions are required to be onsite at various locations in Maryland.

Make a difference. Join our team by applying today!

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.

• Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
• Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.
• Create/restore workstation (laptop and desktop) images.
• Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.
• Set up new workstations (laptop and desktop) 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 MDTA inventory and Department of General Services (DGS) 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 MDTA staff.
• Attend internal MDTA staff meetings as requested.
• Update Service Desk requests daily.
• Assist in the development of installation instructions/standard operating procedures for applications.
• Perform other related duties as assigned by MDTA Division of Information Technology management.

• Bachelor’s degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline.
• Five (5) years of experience in business IT environments, with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields.
• Two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk.
• Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude.

Three (3) years’ experience in each of the following:

• Providing Tier 1 and Tier 2 IT support to…