Work Location : Hanover MD

Experience : 5 Years

JOB DESCRIPTION :

· Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo

· Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo.

· Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.

· Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.

· Create/restore workstation (laptop and desktop) images.

· Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.

· Set up new workstations (laptop and desktop) and printers to access the network.

· Deploy new state procured equipment and software to the existing network.

· Replace existing hardware/software and remove the hardware/software and transport to a specified location.

· Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS)

policies/procedures.

· Troubleshoot issues regarding all hardware and software stated above.

· Install software/hardware on workstations.

· Update Service Desk requests daily.

Should have at least three (3) years’ experience in each of the following:

1) Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment

2) Troubleshooting PC hardware and software in a Microsoft networked environment

3) Microsoft Active Directory user and device management

4) Repairing, installing, upgrading, and reconfiguring:

5) PCs

6) Laptops

7) Stand-alone and networked printers

8) Stand-alone and networked scanners

9) Modems

10) Server operating systems (at a minimum Microsoft Windows Server 2012 or greater).

11) Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity

Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe

Acrobat Reader

12) Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent.