End User Support Specialist

Location(s):

On-Site Annapolis, MD

Hours:

Full-Time (Mon-Friday from 9am-5:30pm.)

N/A

• 30%
  IT Hardware & Software Support - Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.) Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  
  Install, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.
• 20%
  Customer Service - Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA's and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in Service Now per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution.
  
  Always demonstrate courteous and professional behavior and provide excellent customer service at all times.
• 20%
  Queue & Workload Management - Document all work in Service Now related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the Service Now system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs.
• 15% IT Collaboration - Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in Service Now and collaborate with other DoIT IT support teams as needed towards issue resolution.
• 5% Technical Projects - Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.
• 5%
  IT Asset & Inventory Support - Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.
• 5%
  Other Duties as Assigned - Perform other job-related duties as required by business needs. Accordance with DoIT asset policies

• 3+ years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Ideal Candidate would have some of the following certifications:

• A+
• Network+
• Security+

This position will require the End User Support Specialist team member to identify and decide on how to best resolve issues presented as well as technical escalations. They will be responsible to anticipate, plan, coordinate, and evaluate the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user, as deemed…