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Title          : Desktop Support technician

Location   : Baltimore MD

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 customer’s 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.                                     

.      Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,                                      

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

.      Perform user account management activities                                          

       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)                                

.     Troubleshoot client software and basic network connectivity problems                                          

.     Identify, evaluate and prioritize customer problems and complaints                               

.     May train users and operators on a limited basis and/or may write training procedures                                    

.     Participate in on-going training and departmental development                                      

.     Routine maintenance updates with other IT staff and business units                               

.     Provide all required documentation including standards, configurations and diagrams                                        

.     Provide knowledge transfer of End User Computing operations                                       

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.