Help Desk Phone Support Technician

Location: Laurel, MD

US Citizen and Clearable, Drug Test

Job Description:

·         Provide technical support for the IT Support Section in the Desktop Services Group (IDS) in the Information Technology Services Department.

·         Provide help desk support for customer departments.

·         Provide first call resolution for desktop, laptop, and network connectivity problems remotely at call center. Research, analyze, and diagnose problems with client systems including PC hardware and software, servers, peripheral equipment, and networks. Solve problems using documented processes where available and best practices where not. The desktop systems are not in a standard configuration; there are approximately 80% Microsoft Windows, 10% Macintosh and 10% Linux platforms.

·         Work on other duties as assigned.

·         Provide documentation as appropriate (e.g. e-mails, process improvements)

Required Skills:

·         Experience working in a call center environment

·         Excellent communication skills (written and oral)

·         Must be highly motivated and have strong customer focus with the ability to interface with all levels of staff. 

·         Knowledge of Active Directory for resetting passwords, joining systems to a domain.

·         Strong Windows XP OS troubleshooting skills.

·         Ability to troubleshoot and resolve technical problems for users.  Must be able to independently resolve widely varying complex problems using current job knowledge and using research and external resources.   

·         Hardware, software and networking experience.  Hardware experience must include Intel based desktops, laptops, group servers, and printers.  Software experience must include Windows 2000, Windows XP, and Microsoft Office.

·         BS degree in IT or equivalent years of experience  plus 2-5 years of relevant work experience

Desired Skills:

·         Software experience with Desktop remote control tools.

·         Experience supporting Macintosh and Linux desktop operating systems.

·         Experience with identifying security related issues such as system hacks, computer viruses and worms, and spyware.

·         Microsoft Certified Systems Engineer for Windows (MCSE)

·         Microsoft Office Specialist (MOS)