Desktop Support Technician

Title : Desktop Support Technician Location :Baltimore MD(onsite) Duration : Contract Responsibilities :- • Image and configure laptops and desktops for distribution to onsite, remote users and special projects. • Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer's end users • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning. • Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's. . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs . Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) . Troubleshoot client software and basic network connectivity problems . Identify, evaluate and prioritize customer problems and complaints . May train users and operators on a limited basis and/or may write training procedures . Participate in on-going training and departmental development . Routine maintenance updates with other IT staff and business units . Provide all required documentation including standards, configurations and diagrams . Provide knowledge transfer of End User Computing operations Technical Requirements • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following Windows Operating systems • Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000 • Servers: Windows 2000, Windows 2003, Windows 2008, • Knowledge of Active Directory, Exchange 2003/2007 • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center or service NOW. • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools • MS Office Suite (2003, 2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010/2013. • Internet browsers (e.g. Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues. • VPN and remote dial-in users • Support for laptop, desktops, and printers • iPhone and Android mobile device support • Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Other Skills / Experience • Ability to successfully provide hardware/software/network problem analysis and resolution support in person, over the phone or through remote connection. • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. • Customer Focus • Teamwork • Technical Expertise • Interpersonal Effectiveness • Concern for Order and Quality Certification requirements - Preferred COMP TIA A/MCP/MSCE/MSCA or HDI CSS or Cisco certification - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred