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It Field Support Technician

Company

WSSC Water
Address , Laurel, Md
Employment type FULL_TIME
Salary $23.10 - $34.62 an hour
Expires 2023-06-09
Posted at 1 year ago
Job Description

This is a non-merit system, employment-at-will, long-term contract position. This is not a telework opportunity; employee will work on-site at least 4 days per week (80%).
The IT Desktop Support Analyst provides first and second-tier support and customer service for technology issues. Responsibilities include responding to technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity, including desktop PC’s, laptops, tablets, cell phones, scanners, printers and various commercial software applications.
As a member of the IT Solution Center Team, the IT Desktop Support Analyst provides technical support in MS Windows, MS Office troubleshooting, software and hardware (includes hardware and software upgrades, basic networking, share level permissions, print queue, DHCP and DNS, and creates\maintains documented processes).

Essential Functions
  • Provides hardware, software, network problem diagnosis and resolution via telephone or on-site for end users

  • Provides application support on all Endpoint (desktop, laptop, tablet, smart phones, etc.) platforms

  • Installs, repairs, and supports all endpoint devices, applications, printers, faxes and other office equipment

  • Works and follows up with other technical staff members within IT Team to ensure the assigned tasks are completed

  • Contributes information for IT FAQs, knowledgebase and instructions to address commonly experienced technical issues related to configuration, hardware, networking and applications

  • Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements

  • Maintains an inventory of IT related assets, including hardware and software on each desktop computer system

  • Identifies recurring incidents and trends, and escalates appropriately

  • Interacts with customers, via multiple communications methods, per established customer service and quality guidelines

  • Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to set Service Level Agreements and procedures

  • Follows-up on support issues with customers to ensure that problems are resolved and customer is satisfied

  • Drives a vehicle to conduct WSSC Water business

Other Functions
  • Works with department contacts and IT staff on issues to improve customer relations and technical support

  • Resourcefulness, critical thinking, and problem-solving aptitude.

  • Follows team procedures and work schedules and supports information sharing among team members

  • Performs other related duties as assigned

Work Environment And Physical Demands
Work is performed in business casual office environment with required local travel to work sites within the sanitary district.

Required Knowledge, Skills, And Abilities
  • Working knowledge of remote connectivity tools (SCCM, LOGmein, Citrix etc)

  • Working knowledge of installing, configuring and troubleshooting computers in a managed windows network environment

  • Knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, Smart Phones, etc.

  • Experience administering Microsoft AD, ADFS, DNS, DHCP or similar

  • Strong customer service skills with the ability to troubleshoot moderate to complex issues

  • Strong analytical and organizational skills with the ability to manage multiple tasks simultaneously

Minimum Education, Experience Requirements
  • High School diploma or equivalent

  • 3+ years help desk, customer service and support experience that includes solving hardware, software and networks issues