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Job Details

Desktop Support Technician

Location
Frederick, MD

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Profile

Energetic and positive attitudes along with a solid mix of technical and customer service skills, passion for technology, solving problems and helping people are ideal attributes for the role as an IT Desktop Support Technician, Tier III. As a Desktop Support Technician, you will be responsible for responding and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Additional duties include:
Ensuring a timely process through which problems are controlled
Supervising operation of help desk and serves as focal point for customer concerns
Providing support to end users on a variety of issues
Identify, research, and resolve technical problems
Respond to telephone calls, email and personnel requests for technical support
Document, track, and monitor the problem to ensure a timely resolution
Provide second-tier support to end users for either PC, server, or mainframe applications or hardware
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Simulate or recreate user problems to resolve operating difficulties
Recommend systems modifications to reduce user problems
Possess and apply expertise on multiple complex work assignments
Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
Operates with appreciable latitude in developing methodology and presenting solutions to problems
Contributes to deliverables and performance metrics where applicable
Required Qualifications
Associates degree in related discipline and 1 year of related experience; or High School Diploma/GED plus 2 years of related experience with relevant certification
Additional Minimum Qualifications
Minimum of 3 years of experience as an IT Technician (Tier II) support in a Service Desk Environment
Must have experience with ticketing software
US Citizenship
Preferred Qualifications
Bachelor's degree
Efficient in Remedy and/or Service Now ticketing systems
Basic PC skills
Experience with knowledge base articles
Establish and maintain effective working relationships with others
Maintain professional telephone etiquette in a variety of situations
Experience troubleshooting IT applications
Ability to organize and prioritize workloads
Able to work well independently

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