IT Service Desk Analyst#26-22204

Boulevard, MD

Onsite

JOB OPENING TYPE

Multiple Vendors

Segment:

State and Local Job Description Onsite Role from day 1

Duration:

Long Term A few essential details to remember while looking for contractors

• The IT Service desk is open Monday to Thursday, 7:30 a.m.
• 8:00 p.m., Friday, 7:30 a.m.
• 5:00 p.m., and Saturday 8:00 a.m.
• 4:30 p.

m. The technicians will be scheduled based on the call volume, vacation plans, and other MC requirements, so they must be flexible to work any shift or schedule, including weekends.

Experience / Education

/ Preferred Certification

Minimum of 3 years' Service Desk experience

Minimum BS/AA degree in a technology-related curriculum

CompTIA A+ certification (Required)

Other certifications desired Help Desk Institute (HDI) and/or ITIL foundation level

Skills:

1) Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems

2) Knowledge of Office 2019 suite and Microsoft 365

3) Excellent customer service skills

4) Experience with Remote desktop tools

5) Experience with ITSM tools (for example CA Service Desk Manager)

6) Knowledge of VPN related troubleshooting

7) Familiarity with cloud-based applications and primary diagnosis and troubleshooting of internet applications

8) Knowledge working on ACD phones

9) Excellent communication skills

10) Experience with chat support and email support in addition to phone support is a plus All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.