Help Desk Specialist

Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

• Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
• Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
• Ensure that all workstations (laptop and desktops) have current drivers, patches, and security\ updates.
• Create/restore workstation (laptop and desktop) images.
• Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.
• Set up new workstations (laptop and desktop) and printers to access the network.
• Deploy new state procured equipment and software to the existing network.
• Replace existing hardware/software and remove the hardware/software and transport to a specified location.
• Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.
• Troubleshoot issues regarding all hardware and software stated above.
• Install software/hardware on workstations.
• Work in cooperation with the current contractors as well as other MDTA staff.
• Attend internal MDTA staff meetings as requested.
• Update Service Desk requests daily.
• Assist in the development of installation instructions/standard operating procedures for applications.
• Perform other related duties as assigned by MDTA Division of Information Technology management.

• Bachelor’s degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline.
• Five (5) years of experience in business IT environments, with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields.
• Two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk.
• Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude.

Desired Qualifications

Three (3) years’ experience in each of the following:

• Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment
• Troubleshooting PC hardware and software in a Microsoft networked environment
• Microsoft Active Directory user and device management
• Repairing, installing, upgrading, and reconfiguring: PCs, Laptops, Stand-alone and networked printers, Stand-alone and networked scanners, and Modems
• Installing and configuring: PC operating systems (at a minimum Microsoft Windows 10), Server operating systems (at a minimum Microsoft Windows Server 2012 or greater), Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader Information Technology (IT) Systems Operations, Maintenance and Support, Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent, Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent.

• You want to work for an adaptive company that moves at your speed.
• You want a healthy work-life balance.
• You want to work with a passionate team on an important mission.
• You want to work for an organization that values and appreciates you.
• You want to work for an organization that invests in your growth.
• You want the option for career mentorship, both in technology and in business.
• You value a company with a strong culture of growth and support.

Employee Impact Program

Every employee has the opportunity to be rewarded for the contributions they can make toward the long-term health of the company, our customers, and employees. This program in combination with our comprehensive benefits, time off and leave programs allow you to design a career and compensation program that enables unmatched flexibility while ensuring company, customer, and employee health and prosperity., * Personal Time Off (PTO) for vacations, holidays, illnesses

• Parental Leave
• Bereavement Leave
• Jury Duty Leave
• Retirement: Unlimited 401K match up to 8% of your salary up to the federal maximum
• Financial education and planning support
• Health Insurance (Medical, Dental, Vision)
• Health Savings Account (HSA)
• Medical and Dependent Care Flexible Spending Accounts (FSA)
• Employee Assistance Program
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Disability: Short-term and long-term disability coverage
• Educational support
• Company apparel
• Social events: Holiday Party, Spring Picnic, Fall Picnic, happy hours and more.
• Access to group rates for voluntary benefits such as Accident, Hospital Indemnity, Critical Illness, Pet Insurance, and Identity Theft Protection

Welcome to Interclypse, where innovation meets passion. Every team member is a vital piece of our success story. We are not just a company, but a dynamic community driven by the shared vision of redefining excellence. At Interclypse, you will find more than a career - you will discover a vibrant ecosystem where your talents are celebrated, your ideas are embraced, and your potential is achieved. Every Interclypse team member can benefit based on their efforts and collectively benefit through the overall company’s success. Join our mission to positively impact society, community, industry, and individuals by always “Doing What is Right”. Together, let’s pioneer a future where greatness is achieved and exceeded.

To actualize this vision, Interclypse employs a growth mindset culture that empowers employees to rise in their careers by providing them with tools, mentorship, and a supportive environment to ensure long-term success.

Interclypse is supporting several Maryland state agencies in the modernization and sustainment of critical systems. This exciting opportunity provides candidates with the ability to contribute to the long-term health and success of the state while continuing to learn and grow professionally within Interclypse’s growth mindset culture.