Senior Help Desk

Job Description

Job Description

TriTech Enterprise Systems Inc. (TriTech) is seeking several 'Senior Helpdesk Specialists' to support the Maryland Department of Transportation (MDOT), State Highway Administration (SHA), the Office of Information Technology (OIT) project.

Responsible Duties :

These Senior Helpdesk specialists shall perform the following duties :

• Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors.
• Serves as the initial point of contact for troubleshooting hardware / software PC and printer problems.
• Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.
• Work with the assigned lead for all desktop-related projects to assist in user testing. Identify and document all applications and software to be tested, and work with end users in specifically identified offices to ensure testing is completed and results are documented and shared.

Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.

• Installation and troubleshooting of printers, plotters, and copiers.
• Assist in monitoring the SHA Desktop Maximo queue, triage, and resolve service requests assigned to the queue. Document resolutions in the service request worklog.
• Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
• Attend and participate in desktop support staff meetings, or other meetings within SHA as a representative of the desktop team, as required.
• Ensure SHA OIT’s SOP, policies, and procedures are followed.

Preferred Experience :

At least two (2) years of experience in the following technical areas :

• Senior level experience in Microsoft Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
• Senior level experience using service desk software (opening, documenting, closing, follow up on service calls).
• Senior level experience troubleshooting, repairing, installing, upgrading, and reconfiguring each of the following items : PCs, laptops, tablets, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners, and copiers.
• Email / Scheduling : Microsoft Outlook 2013, 2016.
• Active Directory includes troubleshooting PC and Microsoft hardware or software.
• Installing and configuring desktop operating systems : Windows 7, Windows 10 & Office 365.
• Installing and configuring server operating systems : Windows 2012.
• Installing and configuring Microsoft Active Directory services.
• Installing and configuring Remote control tools.
• Installing and configuring System Center Configuration Manager (SCCM)

Education :

• A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.
• This position requires a minimum of seven (7) years of experience in a business IT environment with an emphasis on PC hardware and applications.

General experience includes, but is not limited to : information systems development, work in the client / server field, or related fields.

At least five (5) years of comprehensive knowledge of PC operating systems, e.g., DOS, and Windows, as well as work on a help desk.

Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

TriTech is an Equal Opportunity Employer!

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