IT Service Desk Technician

Position Title : IT Service Desk Technician

Location : Baltimore, MD Hybrid ( This role requires onsite presence 3 days / week)

Focus : Service Desk

IT Service Desk Tech responsibilities may include but are not limited to :

• Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email, or in person.
• Determine the best solution based on the issue and details provided by customers
• Install and test hardware and peripheral components; load appropriate software packages such as operating systems, networking components, and office applications;
• Develop / configure "agency specific" software
• Isolate and diagnose common hardware / software problems
• Maintain records of repairs and fixes for future reference and updates of procedures
• Document changes and improvements
• Ability to work with other IT professionals as needed for product / application support

Education and Experience

Minimum Education and Experience Requirements

Requirements.

Equivalencies. An equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education / experience.

Skills Requirements