Service Desk Technician

Trigyn’s direct government client has a contract opportunity for Service Desk Technician in Baltimore, MD. NOTE:

• Onsite role (Baltimore, MD 21202).
• Only local candidates preferred., * Serve as the initial point of contact for customers seeking technical assistance via phone, chat, email or in person
• Provide immediate on demand technical support for VIP users e.g. Comptroller, Mayor etc. relating to system performance and availability.
• Monitors the Service Desk ticket queue, resolve tickets and resolve escalations;
• Resolve problems and/ or requests; installs configures and maintains all PC related hardware and systems including troubleshooting & diagnosing network problems; PC updates & standard software; Troubleshoot Web browsers & basic network connectivity; Configuring of Laptops and Desktops for various agencies depending on their needs; Increasing memory when user is experiencing slowness if processor can handle the increase; Troubleshooting and replacing video & Network Cards;
• Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications;
• Provide customization and adaptation of existing programs that meet users requirements;
• Evaluate system potential by testing compatibility of new programs with existing programs; confirm program objectives and specifications by testing new programs; compare programs with established standards and makes modifications;
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications;
• Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment for the client

To troubleshoot customer issues in addition to installing, configuring and testing software and operating systems. The consultant will install, unpack and set-up computer hardware, printer, etc. for both internal and external users. The consultant must have at minimum an Associate’s degree in Information Technology, Computer Science or a related discipline with 1 -2 years of customer support and/or customer service experience, * One to two (1 -2) years of customer support and/or customer service work experience

• Must consistently demonstrate the ability to follow instructions
• Must consistently demonstrate excellent communications skills - both verbal and written
• Must consistently demonstrate the ability to be/remain self-motivated, pay attention to detail and meet deadlines
• Must consistently demonstrate the ability to maintain effective working relationships with personnel from various agencies, other staff and vendors
• Must consistently demonstrate the ability to engage in multiple initiatives simultaneously, while working independently at times.

Required Education & Experience:

• Associate degree in Information Technology, Computer Science or a related discipline from an accredited college or university.
• Equivalent combinations of education and experience may be considered

Equivalent: equivalent combination of education and experience will be considered non-supervisory experience or education may not be substituted for the required supervisory experience.

TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.