Desktop Support Technician (Baltimore)

Title : Desktop Support technician

Location : Baltimore MD

This is complete night shift role

Responsibilities : -

Image and configure laptops and desktops for distribution to onsite, remote users and special projects.

Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customers end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.

• . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

support teams and follow up until closure.

and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

presentation graphics, database management systems, electronic mail, and communications)

Technical Requirements

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following Windows Operating systems

Clients : Windows10, Windows7, Windows Vista, Windows XP, Windows 2000

Servers : Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003 / 2007

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center or service NOW.

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (2003, 2007, 2010, 2013 and 2016) : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010 / 2013.

Internet browsers (e.g. Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.

VPN and remote dial-in users

Support for laptop, desktops, and printers

iPhone and Android mobile device support

Others : Adobe Acrobat and other common desktop applications like WinZip, etc.