Job description

Duties / Responsibilities

Utilize knowledge and technical expertise of computer systems and general network

and infrastructure administration skills to perform hardware configuration

management, system testing, software upgrades, troubleshooting, provide quality

end-user support.

Utilize ticketing systems to answer user questions, solve desktop/laptop and

computing issues, if necessary, direct support calls to the appropriate technical team

member for resolution.

Provide telephone and online remote software/computer troubleshooting support for

local and offsite users to resolve network, computer, and software issues.

Provide desk-side assistance, including troubleshooting and replacing desktop and

peripheral equipment.

Apply diagnostic techniques to identify problems, investigate causes, and recommend

solutions.

Ensure all tickets worked to include clear documentation of the problem, solution,

end-user identity, completion time, end-user satisfaction, and other technical metrics.

Analyze and assess equipment and performance degradation, including determination

of hardware, software, and/or other technical changes necessary.

Provide assistance in maintaining inventory control and location records of State-

owned IT equipment, software and disposal of property as required.

Collect statistics on hardware, software, system problems, security incidents,

maintenance service calls, and user base.

Provide daily and weekly status reports of ongoing efforts.

Adhere to all security, change control, and MHBE Project Management Office (PMO)

policies, processes, and methodologies.

Note: The candidate must be flexible to work overtime as needed, including weekends,

holidays, and off-hours.

Minimum Qualifications

A minimum of seven (7) years of experience in an enterprise IT environment

supporting computer hardware, software, and/or enterprise applications.

A minimum of three (3) years of experience using JIRA or other help desk support

applications.

A minimum of three (3) years of experience supporting Cisco ASA, ISE, Switching, and

Wireless Access Points (WAP) or related.

A minimum of three (3) years of experience managing enterprise antivirus solutions.

Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite

products, MS WAIK, and WSUS, and experience with Google Suite.

Experience supporting desktop and laptop operating systems using Windows 10 and

Microsoft Office 365 suite.

Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.

Possess an understanding of network technologies such as LAN and WAN, network

protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches,

firewalls, or servers.

Possesses excellent communication skills to handle a diverse team of stakeholders

requesting technical support tactfully.

Ability to learn new technical concepts quickly and stay abreast of current trends.

Ability to lift and carry desktop equipment such as laptops, computers, and monitors.

Ability to work collaboratively with various technical teams, business users, managers,

and other non-technical staff.

Preferred Qualifications

A minimum of five (5) years of experience directly related to supporting help desk

operations of an organization with more than one hundred (100) staff.

A minimum of five (5) years of experience managing Active Directory Environment.

Experience as a Service Desk Administrator of JIRA or other similar products.

Experience with using ServiceNow IT Service Management suite or equivalent.

Possess Dell Laptop and Desktop certification.

Possess Dell Certified Systems Expert (DCSE) Certification.

Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum

of three (3) years of experience supporting Mac OS/Apple systems in enterprise active

directory environments.

Possess Microsoft Certified Solutions Expert certification or a minimum of five (5)

years of experience managing an Active Directory environment.

Possess Cisco Certified Network Associate (CCNA) or other advanced Cisco

Certifications.

Possess McAfee EPO Certification or hands-on experience managing McAfee EPO.

Experience working with the Project Management Office (PMO) processes, policies,

and procedures.

Job Types: Full-time, Contract

Salary: From $70.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Baltimore, MD 21218: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Enterprise IT environment: 7 years (Preferred)
• JIRA or other help desk support applications.: 3 years (Preferred)
• Supporting Cisco ASA,ISE,Switching,Wireless Access Points: 3 years (Preferred)
• Managing enterprise antivirus solutions: 3 years (Preferred)
• supporting Mac OS/Apple systems: 3 years (Preferred)
• Managing McAfee EPO: 1 year (Preferred)
• Project Management Office (PMO) processes: 1 year (Preferred)

License/Certification:

• Dell Laptop and Desktop certification (Preferred)
• Dell Certified Systems Expert (DCSE) Certification (Preferred)
• (ACSP) 10.10 Certification (Preferred)
• Cisco Certified Network Associate (CCNA) (Preferred)

Work Location: One location

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