End User Support Specialist II (Hybrid)

Job Title: End User Support Specialist II (Hybrid)

Location: Baltimore MD

Duration: Fulltime

Job Description:

As an End User Support Specialist II within the Infrastructure Team you will play a vital role in providing technical assistance and support to end-users across various departments. You will be responsible for diagnosing and resolving hardware software and network issues as well as assisting with the setup and maintenance of IT equipment. The ideal candidate will have a strong understanding of IT systems excellent communication skills and a passion for delivering high-quality customer service.

End User Support Specialist responsibilities may include but are not limited to:

• Hardware and Software Support:
  • Install diagnose repair and maintain computer hardware peripherals and equipment.
  • Troubleshoot problematic areas (in person or via communication channels like telephones or email) with accuracy and speed.
  • Assist staff and stakeholders in resolving IT-related incidents and requests.
• Network and Connectivity:
  • Evaluate and test existing networks and systems.
  • Perform regular maintenance to ensure all systems operate correctly.
  • Ensure desktop computers seamlessly connect with various systems.
• System Upgrades and Patches:
  • Implement system upgrades to guarantee longevity.
  • Resolve software issues related to the company.
• Inventory and Security:
  • Keep computer inventory up to date.
  • Maintain passwords data integrity and file system security.
  • Monitor system configurations and functionality.
• Customer Service:
  • Provide impeccable service to customers (both in person and over the phone).
  • Ensure customer satisfaction while addressing their needs.
• Training and Deployment:
  • Organize training sessions for staff on new software and hardware usage.
  • Assist in testing and deploying new applications and collaboration with other teams.

Minimum Education and Experience Requirements:

• Associate degree or equivalent*.
• Two years of computer and customer support applications analysis and/or data security and testing experience.
• Verbal and written communication skills.
• Previous IT experience in government is preferred.

Licenses Registrations and Certificates:

• Advanced technical credentials or certifications: ITIL Foundation v3 or higher CompTIA A Microsoft Certified Desktop Support Technician Certified HDI Desktop Support are a plus.

Required Skills Knowledge and Abilities:

• Knowledge of the installation maintenance and enhancement of microcomputer systems and mainframe client servers.
• Knowledge of the interrelationship of systems analysis computer programming and information technology operations.
• Knowledge of current trends and developments in network-based communications systems.
• Knowledge of computer-based communications protocols.
• Skill in developing database queries and generating reports.
• Skill in installing repairing and troubleshooting network programs hardware and systems.
• Skill in cartographic map design accuracy of presentation with required map components and elements layout and design.
• Ability to analyze apply logic and solve technology problems.
• Ability to establish and maintain effective working relationships with vendors management technical co-workers and support specialists and system users.
• Ability to design complex systems consisting of a wide variety of programs procedures and forms.
• Ability to schedule and perform preventative and corrective maintenance procedures and repairs.
• Ability to write detailed technical reports and analyses.
• Ability to develop a working knowledge of computer systems software and operating systems.
• Ability to develop systems software and systems software testing procedures.