Grant Services Specialist IV, Agency IT Specialist I - Baltimore City Police Department Job at City of Baltimore, MD
City of Baltimore, MD Baltimore, MD
$66,300 - $106,331 a year
THIS IS A NON-CIVIL SERVICE POSITION
OPENING DATE: 5/8/23
CLOSING DATE: 5/22/23
SALARY: $66,300 - $106,331
SUMMARY OF POSITION
The Help Desk Technician provides telephone, E-mail and in-person support to users for technology-related issues concerning hardware, software applications and the network environment. The Help Desk Technician generally serves as the initial point of contact for troubleshooting user issues and concerns.
Supervised by: Infrastructure Manager
Interacts with:
All BPD employees, civilian and sworn.
Individuals supervised:
None
DUTIES AND RESPONSIBILITIES
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Undertakes the loading and installation of workstations, laptops, and peripherals
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Undertakes the installation of data equipment, including data racks, patch panels, cable trays, etc.
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utilizes appropriate testing equipment to test installed cables
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provides documentation of all information on all cable and equipment
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improves upon existing installation and troubleshooting procedures
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improves upon existing installation and troubleshooting procedures
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improves upon existing installation and troubleshooting procedures
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Serves as the first point of contact for customers seeking technical assistance via the phone or by E-mail.
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Performs remote troubleshooting through asking pertinent questions or diagnostic techniques.
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Determines the best solution based on the issue and details provided by the customer.
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Walks the customer through the problem-solving process.
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Directs unresolved issues to the next level of support personnel.
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Records events and problems and their resolution in a log system.
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Sets up and/or configures new equipment; reconfigures and/or moves existing equipment.
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Passes on any feedback or suggestions from customers to the appropriate team member.
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Identifies and suggests possible improvements in procedures and processes.
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Requests higher level support personnel to assist with complex maintenance, deployment and support tasks.
DESIRED QUALIFICATIONS AND SKILLS
Excellent writing and oral communications skills.
Strong organizational and interpersonal skills.
Strong listening skills.
Tech savvy with working knowledge of office automation products, printing, databases, remote access and security applications.
Ability to diagnose and resolve basic technical issues.
Customer-oriented and cool-tempered.
At least two (2) years of work experience directly staffing a centralized computer help desk in a large organization (> 2,000 users/customers). Demonstrated ability to resolve technical issues, effectively communicate orally and in writing, and display a positive customer service attitude.
High School Degree or equivalent required; Associate Degree and/or related Technical Degree preferred.
CompTIA A+ or equivalent preferred.
NOTE: Those eligible candidates who are under final consideration for appointment to this position will be required to submit to drug and alcohol testing and criminal background check.
BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER
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