Helpdesk Specialist Senior

Opportunity Details

Full Time Helpdesk Specialist Senior Hanover, MD

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide.

For example, our technology:

Facilitates access to nutritious food for children of mothers participating in the WIC program

Supports first responders in reducing opioid overdoses within their communities

Empowers colleges and universities to identify and thwart financial aid fraud

Equips teachers with valuable insights to identify students requiring additional support

Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy. We're more than a technology company -- we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place.

• Contractor personnel shall, in cooperation with other MDOT SHA end-user technicians, work with MDOT SHA staff and IT liaisons, Supporting the needs of the end-user and the Tier 1 service desk. This includes:
  
  - Assist the desktop staff with daily end-user support, to include replacement and imaging of computers,
• - Work with the assigned lead for all desktop related projects to assist in user testing. Identify and document all applications and software to be tested, work with end users in specifically identified offices to ensure testing is completed and results are documented and shared. Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.
• - Installation and troubleshooting of printers, plotters and copiers.
• - Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
• - Attend and participate in desktop support staff meetings or other meetings within MDOT SHA as a representative of the desktop team, as required.
• - Participate in knowledge transfer activities such as background and status update meetings, background and status update emails, or job shadowing occurring on the reassignment of a project resource from one task/project to another (either permanent or temporary transfer).
• - Attend network section, desktop section, service desk and or IT liaison meetings and other meetings upon request.
• - Assist in the review and/or recommendations of hardware and/or software evaluations including Commercial-off-the-Shelf (COTS) software, as needed.
• - Assist in research efforts supporting the technical services division, as needed.

• At least two (2) years of experience in the following technical areas:
  
  - Prior senior level experience in each Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
• - Prior senior experience using service desk software (opening, documenting, closing, follow up on service calls).
• - Prior senior level experience troubleshooting, repairing, installing, upgrading and reconfiguring each of the following items: PCs, laptops, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners and copiers.
• - Prior experience using Email/ Scheduling:
  Microsoft Outlook 2013, 2016.
• - Prior experience with Active Directory including troubleshooting PC and Microsoft hardware or software.
• - Prior experience installing and configuring desktop operating systems:
  Windows 7, Windows 10 & Office 365.
• - Prior experience installing and configuring server operating systems:
  Windows 2012.
• - Prior experience installing and configuring Microsoft Active Directory services.
• -…