Helpdesk Specialist (Senior) in Baltimore, MD
Baltimore, MD, United States
Job Description Job Description Personnel Experience: At least two (2) years of experience in the following technical areas:
1. Senior level experience in Microsoft Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
2. Senior level experience using service desk software (opening, documenting, closing, follow up on service calls).
3. Senior level experience troubleshooting, repairing, installing, upgrading, and reconfiguring each of the following items: PCs, laptops, tablets, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners, and copiers.
4. Email/ Scheduling: Microsoft Outlook 2013, 2016.
5. Active Directory includes troubleshooting PC and Microsoft hardware or software.
6. Installing and configuring desktop operating systems: Windows 7, Windows 10 & Office 365.
7. Installing and configuring server operating systems: Windows 2012.
8. Installing and configuring Microsoft Active Directory services.
9. Installing and configuring Remote control tools.
10. Installing and configuring System Center Configuration Manager (SCCM). Help Desk Specialist (Senior) Duties: 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. Education: A 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 or three (3) years of equivalent experience in a related field. General Experience: This position requires a minimum of seven (7) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields. Specialized Experience: At least five (5) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.
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