BCPS Help Desk Technician Solicitation - Novalink Solutions LLC
Towson, MD 21222
About the Job
HELP DESK SUPPORT TECHNICIAN
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.
Requirements
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
Qualifications Type Category Qualification Description Competency Required Skills Others Help desk support Help desk Novice (1-3 Years) No Skills Others Communication skills both verbal and written Novice (1-3 Years) No
Source : Novalink Solutions LLC