User Support Specialist - Integres LLC

Responsibilities:

Integres is seeking an End User Support Specialist. 

The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies with all of their end user technology needs. This includes, but is not limited to, 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 providing technical support and expertise for both Windows and MAC OS based operating systems, including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies. When assigned work at other locations the use of a State or personal vehicle may be necessary. 

Job Duties:

IT Hardware & Software Support

Installation and maintenance of hardware such as printers, scanners, or other devices. Installation of applications and software and any approved customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting systems operations and performance. Provide technical support for MAC and Windows users. Diagnose and resolve hardware and software issues on both platforms. Configure and deploy MAC and Windows devices. Assist end users with setting up and configuring MAC and Windows devices. Create and maintain user-friendly instructional documentation as needed. Ensure approved MAC and Windows systems 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. Keep up to date on new and emerging technologies. 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

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

Queue & Workload Management

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. Work on assigned tickets to meet any established SLO/SLAs

IT Collaboration

Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Participate in IT projects and initiatives related to MAC and Windows systems. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution.

Technical Projects

Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.

IT Asset & Inventory Support

Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to

reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

Other Duties as Assigned

Perform other job-related duties as required by business needs and travel may be required using personal vehicle. 

Qualifications:

Education and Years of Experience:

• Prefer at least an Associate’s degree but not required.
• 3+ years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Required and Desired Skills/Certifications:

• General knowledge of MacOS usability in a workplace environment (workflow, application launching, changing settings, etc.)
• Understanding of OS-specific differences between Windows and MacOS (application file types, terminal commands, file/drive encryption options (bitlocker vs filevault), etc.)
• Application installation and removal
• Peripheral setup and general compatibility (ie. A thunderbolt USB-C dock is compatible with both OS)

Ideal Candidate would have some of the following certifications:

• A+
• Network+
• Security+

Additional Requirements:

This position will require the End User Support Specialist team member to identify and decide on how to best resolve issues presented as well as technical escalations. They will be responsible to anticipate, plan, coordinate, and evaluate the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user, as deemed appropriate. 

Location: Linthicum, MD will be fully onsite with a shift of Mon-Friday from 9am-5:30pm.