Help Desk Technician

NXG3 Consulting
Baltimore, MD
Nov 26, 2022
Nov 30, 2022
Full Time
NXG3 is seeking a Jr Help Desk Technician to support our client working onsite at the Child Support Services Division in Baltimore. Candidates must be able to pass a background check.* This is a 6 month position with the possibility of a one year extension.*Key Responsibilities: ** Diagnose, troubleshoot, repair, maintain, upgrade and install software, computer equipment, peripheral devices, and mainframe access.* Respond to and resolve JIRA tickets for diagnosing, tracing, and resolving network connectivity problems via the Remedy System for client users. Monitor Remedy tickets to ensure timely updates; follow-up with customers; and escalate tickets as needed.* Assist IT staff with client projects and tasks such as site moves and new facilities, and Department-wide equipment deployment.* Modify and verify user home directories and drive mappings to ensure rights and privileges are accurate.* Answer and respond to Helpdesk calls received through Automated Call Distribution (ACD) system, e-mails, and requests submitted via Remedy from Statewide users.* Utilize Remedy to create trouble tickets to record troubleshooting steps, problem resolution, and equipment relocations.* Train clients* Helpdesk staff on troubleshooting complex problems before they are transferred to other IT support units. Proactively identify areas of improvement to streamline existing client Helpdesk processes.* Monitor performance of hardware and software through workstation and diagnostic programs and utilities. Determine and make adjustments, as needed, to ensure maximum efficiency of operations.* Perform password resets according to established client procedures for all client systems.* Alert customers to the availability of various systems via the Helpdesk ACD greeting system, e-mail broadcasts, and system availability screens.* Perform periodic network and mainframe system testing during nights, weekends, and holidays.* Run JIRA reports for as needed.*General Experience: ** Two (2) years experience answering calls in a high volume Call Center.* At least two (2) yearsA$ cents A cents ' not A cents " cents experience providing telephone support in an enterprise or service provider help desk environment.* At least two (2) yearsA$ cents A cents ' not A cents " cents experience using JIRA ticketing system preferred*Education: ** High School Graduate or GED/College Degree* Some College* Preferred Certification(s) - HDI, A+, MCSE, and C+*Additional: ** Fingerprints required* Must Pass a Background CheckJob Types: Full-time, Contract, TemporaryPay: $18.00 - $20.00 per hourExperience level:* 2 yearsSchedule:* Day shiftAbility to commute/relocate:* Baltimore, MD: Reliably commute or planning to relocate before starting work (Required)Experience:* Help desk Call Center: 2 years (Required)Work Location: One location