End User Support Specialist

Job Title: End User Support Specialist

Location(s): Annapolis, MD and will be fully onsite with a shift of Monday-Friday from 9 am-5:30 pm.

Salary Range: $34,181.13 - $46,245.06

Hours: Regular Full-time

Clearance Requirements:

Min Citizenship Status Required: H1B Visa

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

Scope:

The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies with all of their end-user technology needs. This includes but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software that is specific to each agency’s needs.

This position is responsible for supporting all Windows-based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

Duties and Responsibilities:

• IT Hardware & Software Support

Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.) Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Install, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing, and evaluation. Install and set up office computer equipment, printers, and other IT-related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.

• Customer Service

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets to meet established SLOs/SLAs and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customers of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

• Queue & Workload Management

Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and manage account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs

• IT Collaboration

Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed toward issue resolution.

• Technical Projects

Work on technical projects as assigned. Maintains appropriate level of documentation for project-related work. Reports project-related issues, milestones, and completion of deliverables to End User Support lead/managers and peers.

• IT Asset & Inventory Support

Assist in the completion and capture of physical inventory for DoIT-supported sites and support the process of capturing moves, adds, and changes so as to

reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

• Other Duties as Assigned

Perform other job-related duties as required by business needs. Accordance with DoIT asset policies.

Education and Years of Experience

• Prefer at least an Associate’s degree but not required.
• 3 years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Required and Desired Skills/Certifications

• A
• Network
• Security

Additional Requirements:

This position will require the End User Support Specialist team member to identify and decide on how to best resolve issues presented as well as technical escalations. They will be responsible to anticipate, plan, coordinate, and evaluate the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user, as deemed appropriate.

Why JASINT?

At JASINT we are proud to boast a “together we can” attitude. That is only possible with a strong talented team. Our goal is to answer the call to provide top mission and Warfighter support at all levels and that’s why we are seeking you!

We understand and respect the dedication and sacrifice that is required to serve our nation’s greatest efforts, and our commitment in turn is to support YOU!

JASINT cares about your work life balance and offers competitive benefits to help you at every stage of your personal and professional life: Retirement/401k, health, dental, vision, flexible spending accounts, (HSA/FSA), STD/LTD, professional development, tuition reimbursement, spot award recognition, PTO, Holidays…even an additional day off for your birthday.

*** JASINT offers both internal and external referral bonuses for all cleared exceptional talent we hire! Friends of yours, are friends of JASINT!***

JASINT provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

JASINT participates in E-Verify and will provide the federal government with I-9 information to confirm that all new hires are authorized to work in the U.S. To learn more about E-Verify please visit dhs.gov/e-verify.