Helpdesk Support Technician - BCPS - A - The Global Excellence Consulting Group

Who We Are:

We are searching for Helpdesk Support Technician professionals for upcoming long-term projects with the Baltimore County Public School System (BCPSS). These are full-time, remote positions with our company and the project is with BCPSS. This role could become available in mid-September (start date could be as soon as 9/16).

Please note that candidates will need to provide proof of Covid-19 vaccination, if offered the role.

Deadline to submit your application: August 30th, 2024

What we bring:

• Health, Dental and Vision Benefits
• Life, AD&D, Short Term Disability and Long Term Disability paid 100% by the company
• Time off: Public Holidays, Vacation Days & Sick Days
• 401K

Hours and Location

• Work location will be remote work until further notice.
• Training is held on-site for one to two weeks.
• Work hours will be determined during hire but will be 7.5 hours per day, between the hours of 7:00 AM and 4:15 PM.
• Workdays are M-F. No holiday pay or school closing pay will be paid.

Interview

• If selected, interviews will be held via Microsoft Teams (virtual).

Additional Details:

• All candidates must present a fingerprint card indicating they passed their background check.
• Travel is not typically a part of this position’s duties.
• Duration of the assignment is a minimum of 6 months but could be indefinite.

The ideal candidate must possess the following:

Responsibilities:

Communicates with all levels of customers

• Installs and configures applications and other supported software packages Performs basic troubleshooting and triage of computers via remote computer access and phone

• Resolves routine issues and problems related to hardware and software Creates tickets for all problems called into the Technology Helpdesk

• Quickly escalates issues and problems that are not resolvable as necessary Assists clients with resolving device related issues via telephone support

• Helps determine technical needs of supported systems

• Participates as team member on projects Records activities in the service desk software system Updates/Creates internal supported system documentation Communicate technical issues, risks, and approaches to clients • Performs other duties as assigned

Required Skills:

• Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.

• Experience with remote troubleshooting preferred

• Possession of a valid class C Maryland driver's license or an equivalent is required.

Desired Skills:

• Possession of A+ (Remote Technician) and Network+ certification is preferred

• Knowledge of computer operations and support Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment

• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components

Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities

Skill in establishing and maintaining effective working relationships

Skill in effectively prioritizing assignments and tasks

• Skill in communicating clearly and effectively

• Ability to provide consistent quality customer service

Ability to deescalate customers

• Ability to maintain confidential information