IT Service Desk Technician

Trigyn’s direct client has a contract to hire opportunity (Temp to Perm full time) for an IT Service Desk Technician in Baltimore, MD (HYBRID). The particulars of the position are as follows.

The client is seeking an IT Service Desk Technician to serve as the first point of contact for customers seeking technical assistance via remote support technologies. The Help Desk Tech will perform troubleshooting with customers and determine the best solution for technical issues and queries.

• Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person.
• Determine the best solution based on the issue and details provided by customers.
• Determine when to escalate issues to level 2/3.
• Configure agency specific software.
• Isolate and diagnose common hardware/software problems.
• Maintain records of repairs and fixes for future reference and updates of procedures.
• Document changes and improvements.
• Ability to work with other IT professionals as needed for product/application support.
• Create and maintain KB articles in the Customer service portal.

• Associate degree.
• Two years of computer and customer support.
• Verbal and written communication skills.
• Previous IT experience in government is preferred.

• An equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.

• N/A

• Knowledge of the interrelationship of systems and hardware and information technology operations.
• Knowledge of basic network-based communications.
• Skill in installing, repairing, and troubleshooting software and hardware.
• Ability to analyze, apply logic and solve technology problems.
• Ability to establish and maintain effective working relationships with vendors, management, technical co‑workers, support specialists, and IT users.
• Ability to write detailed technical reports and analyses.
• Ability to troubleshoot common operating systems issues.

BALTIMORE CITY RESIDENTS STRONGLY ENCOURAGED TO APPLY.

TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS), ISO 20000:2018 and CMMI Level 5 certified company.