IT Help Desk Support Technician

NEXIEN is hiring an employee who has experience in technical help desk support.

Employee Requirements:

Must be able to pass drug and background screening.

Must be able to present a fingerprint card prior to the start date.

Must be able to work onsite and travel between multiple locations.

Hours and Location:

Work location will be at multiple schools/locations within Baltimore County.

Work hours will be determined during hire but will be 7.5 hours per day between the hours of 7:00 AM and 4:30 PM.

Workdays are M-F. No holiday pay or school closing pay will be paid.

Travel is a part of this position’s duties.

BCPS does not pay mileage for contractor positions.

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

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

Others

Training is held on-site for one to two weeks.

Job Types: Full-time, Contract

Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Experience level:

1 year

Schedule:

7.5 hour shift

Day shift

Monday to Friday

Work Location: In person

Full-Time