IT SUPPORT SPECIALIST

End User Support Specialist

Location: Annapolis, MD (onsite Mon-Friday from 9am-5:30pm)

Targeted Job Start Date: 2/3/2025

Pay Rate: $20/hr W-2, does not include PTO/Holidays, Insurance is available for purchase

Background and drug testing required

Resumes to Criss Brient:

• The End User Support Specialist is responsible for supporting one or more State agencies with all of their end user technology needs. This includes maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which 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 to include Microsoft Office, G Suite, and Adobe. This position is also expected to support video conference tools.
• While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies.
• Duties and Responsibilities:
• 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 effecting 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.
• 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 is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations.
• Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken.
• Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users.
• Create user accounts and management of account privileges.
• Use the ServiceNow system to create and update tickets for every user interaction before starting on any project.
• Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other IT support teams as needed towards issue resolution.

Education and Years of Experience:

• 3 years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Ideal Candidate would have one of the following certifications:

• A
• Network
• Security

Salary : $18 - $20