Service Desk Technician

Marathon TS
Baltimore, MD
Nov 26, 2022
Nov 30, 2022
Full Time
*Service Desk**Baltimore MD (Onsite)*Marathon TS is seeking a Service Desk professional for a position working on site at the World Trade Center-Inner Harbor Baltimore. This position is full-time and in person and provides an excellent opportunity to excel in an IT Career. Candidates must be able to pass a background check.Key Responsibilities:* Provide first-level contact and issue resolution for all users with hardware, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.* Responsible for all tickets/requests/calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated, as necessary.* Respond to email and phone requests in a timely manner and restore normal service to internal and external users based on established and approved service level objectives.* Brief end users and/or management on the status of resolution efforts.* Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.* Maintain and upgrade computer hardware and equipment as needed.* Ability to communicate well with clients, including clear explanations of complex technical issues.* Ability to follow standard processes and complete documentation as needed.* Excellent time management skills with the ability to stay organized and focused while handling multiple tasks.* Proven ability to execute initiatives successfully and meet deadlines.* Ability to establish priorities, work independently and proceed with objectives without supervision.* Positive, "can do"A' attitude and ability to work in a team environment while maintaining a high level of independence.* CCTV experience is a plus* Other duties as assigned.Qualifications:* Three (3) years' experience in a computer-related field are required* Basic networking knowledge (TCP, IP, DNS, AD, DHCP, PoE, VLAN, Fiberoptic, RJ45)* Familiar with networking tools (screwdriver, crimping tools, LAN data tester, PoE injectors)* Two (2) years recent experience with the following programs/applications:* Microsoft Network Operating Systems. Management of MS Active Directory policies, objects, login scripts, and profiles.* Hardware, software configuration, break/fix and documentation* Windows Active Directory management.* Remote Access and VPN Services.* LANDesk Management Suite or equivalent (support to include creation of packages, reporting, and rollout and remote workstation support).* Enterprise network policy and procedures maintenance.* Hardware, Software troubleshooting and repair.* Utilize Maximo or similar product for helpdesk functions.* Microsoft Office Professional, Microsoft Outlook 2003 and later, MS Visio, MS Project, Internet browser (Microsoft Internet Explorer 6.x and higher), Adobe Acrobat, Photo Editor, imaging software.* Computer troubleshooting, network failures and connectivity issues; diagnoses system problems; analyzes hardware and software functionality; resource must be able to identify, locate, resolve and repair problems within scope of authority, and document calls and results.* Maintaining and updating workstations, equipment, and peripherals* Researching and testing new software* Installing software upgrades and enhancements* Using imaging software to create and deploy desktop computers.* Microsoft Windows Network Operating Systems to include Clustering Services* Audio/Video experience to include projectors and PA systems* Cellular phones to include Apple iPhones and Android, and Blackberry* Experience with VMware Horizon MirageJob Type: Full-timePay: From $17.00 per hourBenefits:* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* 8 hour shiftAbility to commute/relocate:* Baltimore, MD 21202: Reliably commute or planning to relocate before starting work (Required)Experience:* Help desk: 3 years (Preferred)* Windows: 3 years (Preferred)* Software troubleshooting: 3 years (Preferred)* Active Directory: 3 years (Preferred)Work Location: One location