End User Support Specialist -Tier I

Job Title: End User Support Specialist -Tier I

Location(s): On-Site Annapolis MD Hours: Full-Time (Mon-Friday from 9am-5:30pm.)

Salary: $35000- $39000

Clearance Requirements:

N/A

What you will be doing:

JASINT is seeking an End User Support Specialist- Tier 1 to join us. The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies with all of their end user technology needs. This includes but is not limited to maintenance and management of desktop computers laptops tablets mobile devices printers and related hardware and software which is specific to each agencys needs. This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office G Suite and Adobe. While Google Chrome is the States preferred web browser familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom WebEx Cisco Jabber GoToMeeting and Google Meet. While this position typically supports a single location or agency circumstances may dictate the need to support other locations or agencies. When assigned work at other locations the use of a State or personal vehicle may be necessary. Standard mileage allowance will be paid for use of a privately owned vehicle if a state vehicle is not available.

Duties and Responsibilities:

• 30% IT Hardware & Software Support - Installation and maintenance of hardware such as printers scanners or other devices. Maintenance of critical software for user support (Anti-Virus Encryption software etc.) Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware software network connectivity and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems file servers email servers computer conferencing systems application servers and administrative systems. Install test and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup testing and evaluation. Install and set up office computer equipment printers and other IT related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.
• 20% Customer Service - Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLAs and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.
• 20% Queue & Workload Management - Document all work in ServiceNow related to the installation deployment and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs.
• 15% IT Collaboration - Collaborate and consult with End User Support team members on solving technical issues research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution.
• 5% Technical Projects - Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues milestones and completion of deliverables to End User Support leads/managers and peers.
• 5% IT Asset & Inventory Support - Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves adds and changes so as to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.
• 5% Other Duties as Assigned - Perform other job-related duties as required by business needs. Accordance with DoIT asset policies

Position Requirements:

Minimum Requirements:

• 3 years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills

Required Certifications:

• A
• Network
• Security

Additional Requirements:

This position will require the End User Support Specialist team member to identify and decide on how to best resolve issues presented as well as technical escalations. They will be responsible to anticipate plan coordinate and evaluate the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user as deemed appropriate.

Education :

• Prefer at least an Associates degree but not required.

Physical Requirements: No Physical requirement needed for this position.

Why JASINT

At JASINT we proudly boast a together we can attitude. That is only possible with a strong talented team. Our goal is to answer the call to provide top mission and Warfighter support at all levels and thats why we are seeking you!

We understand and respect the dedication and sacrifice required to serve our nations greatest efforts and our commitment in turn is to Support You!

JASINT cares about your work-life balance and offers competitive benefits to help you at every stage of your personal and professional life by providing the following: Retirement/401k with an employer match employer-paid health dental vision for employees flexible spending accounts (HSA/FSA) company partially funded HSA STD/LTD professional development tuition and certification reimbursement spot award recognition PTO Floating Holidays.

*** JASINT offers internal and external referral bonuses for all cleared exceptional talent we hire! Friends of yours are friends of JASINT! ***

JASINT provides equal employment opportunities to all employees and applicants without regard to race color ancestry national origin gender sexual orientation marital status religion age disability gender identity genetic testing results or service in the military. Equal employment opportunity applies to all terms and conditions of employment including hiring placement promotion termination layoff recall transfer leave of absence compensation and training.

JASINT participates in E-Verify and will provide the federal government with I-9 information to confirm that all new hires are authorized to work in the U.S. To learn more about E-Verify please visit Experience:

Unclear Seniority