Help Desk Specialist

Responsibilities

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 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, and Modems
  • Installing and configuring: PC operating systems (at a minimum Microsoft Windows 10), Server operating systems (at a minimum Microsoft Windows Server 2012 or greater), Standard MDOT software (at a minimum all of the following):
    Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft Bit Locker, and Adobe Acrobat Reader Information Technology (IT) Systems Operations, Maintenance and Support, 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, Log Me In  Rescue or equivalent.

Every employee has the opportunity to be rewarded for the contributions they can make toward the long‑term health of the company, our customers, and employees. This program in combination with our comprehensive benefits, time off and leave programs allow you to design a career and compensation program that enables unmatched flexibility while ensuring company, customer, and employee health and prosperity.

• Pers…