Trigyn's direct government client has an immediate need for an End User Support/Service Desk Specialist in Baltimore, MD.
The particulars of the opportunity are below:
Description: End User Support Specialist 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; loads 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
Minimum Education and Experience Requirements:
• Associate degree.
• Two years of computer and customer support, applications analysis, and/or data security and testing experience.
• Verbal and written communication skills.
• Previous IT experience in government is preferred.
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.
Required Skills, Knowledge and Abilities:
• Knowledge of the installation, maintenance, and enhancement of microcomputer systems and mainframe client servers.
• Knowledge of the interrelationship of systems analysis, computer programming, and information technology operations.
• Knowledge of current trends and developments in network-based communications systems.
• Knowledge of computer-based communications protocols.
• Skill in developing database queries and generating reports.
• Skill in installing, repairing, and troubleshooting network programs, hardware, and systems.
• Skill in cartographic map design, accuracy of presentation with required map components and elements, layout and design.
• Ability to analyze, apply logic and solve technology problems.
• Ability to establish and maintain effective working relationships with vendors, management, technical co-workers and support specialists, and system users.
• Ability to design complex systems consisting of a wide variety of programs, procedures, and forms.
• Ability to schedule and perform preventative and corrective maintenance procedures and repairs.
• Ability to write detailed technical reports and analyses.
• Ability to develop a working knowledge of computer systems software and operating systems.
• Ability to develop systems software and systems software testing procedures.
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