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Service Desk Technician - Contingent of Award

RTH Solutions Annapolis, MD
  • Posted: over a month ago
  • Other

RTH Solutions is a leading provider of consulting, staffing and training services, specializing in IT Service Management.  RTH Solutions helps thousands of professionals earn a variety of professional certifications every year. 

We are currently recruiting for Service Desk Technicians- Contingent of Award. The assignment will involve state-based travel, some of it requiring overnight travel.

Candidates are not authorized to operate State vehicles. If not teamed with a State employee, Contractual Resource Service Desk Technicians will be required to use their personal vehicle to travel to work locations and transport State equipment. Some assignments may require overnight travel due to distance to the site or length of the assignment. If overnight travel is requested, driving to and from the site to avoid overnight travel is not an option.

The Maryland State Government Service Desk has a primary responsibility to provide excellent customer service to every customer, every time, in a timely fashion. The Service Desk provides support to a continuously growing population of over 5,000 Users in over 70 locations throughout the State of Maryland.

The Service Desk is responsible for:

  • Communication with Users including receiving phone calls and responding to emails or instant messages.
  • Account management - including password resets and account troubleshooting.
  • Triaging incidents in our incident management system – ServiceNow.
  • The timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
  • The installation, configuration and troubleshooting of computer hardware and computer software.
  • Imaging new equipment for installation in the field.
  • Providing instruction on how to operate and/or access computer hardware and computer software

Duties:

  • The installation, configuration and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at Various State Government Locations).
  • Triaging incidents in our incident management system – ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.

  • Be proactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose resolution and ensure implementation. Take the term “customer service” to heart.

  • Communication with Judiciary Users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.
  • Account management - including password resets and account troubleshooting.
  • Follow asset management inventory control procedures set by the Client to ensure the assets of the court system are tracked accurately.
  • Performing Technology Refreshes.
  • Maintain password, data integrity and file system security for the computing environment.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals and all processes are functioning as required). Validate with customer prior to leaving the assignment.
  • Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards and trends. Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).
  • Other duties or tasks as assigned by management.

Education

  • A bachelor’s degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
  • Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all of the education requirement.

  • Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.

  • Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience

  • Practical experience with an enterprise incident management system.

  • Practical experience with ServiceNow is a plus.

  • Certification from CompTIA, Microsoft or HDI are a plus.

  • Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.

  • Knowledge of Windows desktop operating systems and file systems to include Active Directory.

  • Knowledge of TCP/IP device configuration.

  • Proficient problem-solving, communication and inter-personal skills. A strong ability to learn and think critically.

  • Able to diffuse tense situations. Experience with dealing with people in a highly visible, fast pace, and sometimes stressful environment. Ability to handle people in varying situations, including when users are frustrated, anxious or upset.

  • Ability to be a team player. Demonstrate being team oriented, ensuring that there is respect shown for customers, team member, peers and management. Ability to ensure proper recording, documentation, routing and closure of incidents. Familiarity with ITIL/ITSM Concepts

Work Environment and Physical Requirements

  • Must be able to safely lift and move pieces of hardware weighing up to 50lbs. May need to handle heavier pieces of equipment with additional help.
  • Stooping, kneeling, and crawling may be needed for installation of equipment.
  • Ability to use small hand tools appropriate to computer installation and repair. Technicians cannot be blind, color blind nor deaf. Position requires use of two hands. Ability to travel alone to multiple Locations throughout the State of Maryland to perform work responsibilities. Must be able to operate a personal owned motor vehicle.
  • Proper lifting techniques for moving equipment.

  • Awareness of safety for people and equipment in the environment.
  • Awareness of standard electrical and mechanical precautions.
  • Hand tools, medium and large sized motor vehicles (such as vans), pneumatic pallet lift, equipment carts, hand trucks.
  • Use of mobile devices as required for daily work assignments.

Reporting

Candidates are required to report in a client prescribed format:

  • Contractor is to provide status reports of his/her assigned tasks as required by the Service Desk Manager. The Service Desk Manager will provide a format for the required status reports.
  • Weekly time reporting on Client provided forms, and
  • Any additional reports as assigned by the supervising manager.

Travel

Candidate must have access to a vehicle to commute to sites as required and a valid driver’s license. Some site visits may require arranging local lodging accommodations and traveling to the region the night before the required site visit.

Location / Hours of Operation

Work is located in Annapolis, MD, for a State of Maryland agency. 

Business hours 8:00 am - 5:00 pm, Monday - Friday (excluding State holidays and any other days closed by order of the agency)

Depending upon project requirements, the candidate must be able to work a flexible schedule to include evenings, nights, weekends and holidays.



RTH Solutions

Address

Annapolis, MD
USA

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