Desktop Support Specialist
SDSE - Baltimore, MD

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Job Title: Desktop Support Specialist

Location: Baltimore, MD 21235

Type: Full-Time Position

Hours: 8.5 hours per day, Monday-Friday.

Compensation: $26.00 - $32.00 per hour; Full benefits

Position Overview:

SDSE has an opening for a Desktop Support Specialist to work on site at their office location with the Social Security Administration (SSA) located in Baltimore, MD. This position is essential to the implementation of a Microsoft Windows Server 2012 upgrade, and shall provide day-to-day technical support, analysis, and resolution for the project implementation, call intake, and customer support functions. This position reports to the Program Manager.

Responsibilities and Essential Functions:
  • Provide tier 2 technical assistance to staff and customers
  • Provide day-to-day problem consultation to the Customer Service Representative and the Customer Support Team, to assist with problem resolution
  • Develop and create Knowledge Base articles to support call intake activities
  • Provide support to customers related to any implementation activities or organizational initiatives, including:
    • Workstation Replacement
    • Notebook/Laptop Refreshment
    • Printer Refreshment
    • Server Replacement
    • Desktop/Operating System Upgrades
    • Server Operating System Upgrades
  • Develop, document, and edit all Knowledge Base articles related to implementation activities; to include documenting the initial procedures provided by external components and any additional lessons learned during the implementation
  • Support the Call Intake function, as needed, when customer calls accumulate in the wait queue
  • Participate and meet all training requirements
  • Monitor the information posted alerts and reports to adjust efforts based on priority
  • Remain aware of current issues affecting widespread application availability
  • Respond timely to Service Center staff and management inquires or directives
  • Open a CAPRS call ticket for every phone call of virtual inquiry from customers
  • Obtain site identification, contact information, hardware description, software description, network description, and all other necessary information to properly document the incident or interaction
  • Develop accurate and complete problem descriptions
  • Determine the severity and priority of the issues
  • Perform problem analysis, diagnosis, escalation, or resolution steps
  • Provide suggestions for the Knowledge Base article
  • Follow customer service level agreements for specific hardware or software products
  • Adhere to the Standard Operating Procedures (SOP)
  • Answer customer calls, either virtually or in-person, in accordance with established time frames based on the priority and/or severity level of the customer’s requests
  • Resolve customer issues, either virtually or in-person, depending on the customer and technical requirements
  • Other duties as assigned

Required Experience and Skills:
  • HS Diploma required; Associate’s or Bachelor’s Degree preferred
  • A+, MCP, and other Microsoft Certifications preferred
  • Must have at least 2 years of experience with Microsoft operating systems and products
  • Must have at least 1 year of experience with Microsoft SMS, Active Directory, TCP/IP, VoIP and/or Cisco routers
  • Must have at least 1 year of experience in an IT call center/IT user support center environment
  • Must have Microsoft Windows Server 2012 installation experience
  • Possesses excellent verbal and written communication skills
  • Possesses a positive attitude at all times
  • Must be able to pass a background check

Company Profile:

SDSE is an 8(a) Veteran-Owned Small Business headquartered in the Washington DC metro area with offices nationwide and about 300 employees. SDSE provides award-winning professional services that deliver effective, cost conscious solutions while adhering to strict standards of quality to ensure mission success. We deploy a responsive, flexible, and innovative approach to achieve the needs and goals of our clients and pride ourselves on the support we provide our employees to be successful. SDSE has a proven record of enhancing government and business operations within the core competencies of: Management & Business Support Services, Information Technology, Administrative & Facilities Management, and Engineering Services.

SDSE is an Equal Employment Opportunity (EEO) employer and believes that diversity in the workplace is key to the success of a growing business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, veteran status, national origin, or any other legally protected status.

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