IT Support Specialist

Location: Annapolis, MD (onsite Mon-Friday from 9am-5:30pm)
Duration: Multi-Year Contract
Targeted Job Start Date: 2/3/2025
Pay Rate: $18-20/hr W-2, no PTO or Holidays

Resumes to Criss Brient:

Job Responsibilities:

• The End User Support Specialist is responsible for supporting one or more State agencies with all of their end user technology needs. This includes maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency's needs.
• This position is responsible for supporting all Windows-based operating systems including current as well as legacy versions. It also includes supporting standard productivity software such as Microsoft Office, G Suite, and Adobe, as well as video conference tools.
• While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies.
• Installation and maintenance of hardware such as printers, scanners, or other devices.
• Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.).
• Installation of applications software and customization as required.
• Troubleshooting and resolving issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting systems operations and performance.
• Ensuring desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Installing, testing, and supporting new and existing software.
• Installing upgrades/service packs as needed.
• Assisting customers with video conference setup, testing, and evaluation.
• Installing and setting up office computer equipment, printers, and other IT-related equipment for new and existing employees.
• For teleworkers, configuring laptops and ensuring the timely delivery by mail of equipment.
• Customer service is a critical function of this role, and as such, we have established SLO/SLAs to align with reasonable customer expectations.
• Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken.
• Documenting all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users.
• Creating user accounts and managing account privileges.
• Using the ServiceNow system to create and update tickets for every user interaction before starting on any project.
• Documenting and troubleshooting reported issues as appropriate in ServiceNow and collaborating with other IT support teams as needed towards issue resolution.

Minimum Qualifications:

• 3+ years of Help Desk/Desktop support experience required.
• Strong communication and customer service skills.

Ideal Certifications:

• A+
• Network+
• Security+