Job Description :
I am Ron from Technogen. Would appreciate if you share your interest for the following position:

Help Desk Team Leader

Baltimore, Maryland

Long Term

Client: BCPS (Baltimore County Public Schools)

Rate: $25/Hr on C2C, without benefits



The ideal candidate must possess the following:


Possession of a 2 year degree or an appropriate equivalent, plus three years of experience in an inbound call center environment (Additional experience as described in the examples of duties may be substituted on a year-for year basis up to a maximum of four years for the required education
Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency. 
Experience with remote troubleshooting preferred


Responsibilities:


Supervising and providing feedback to helpdesk technicians
Supervising the daily operations of the call center
Serve as "2nd Level" support for Help Desk technicians
Provide metrics reporting to Technology Support Manager
Maintaining documentation for processes and procedures
Communicate with all levels of customers verbally and in writing 
Troubleshooting computers, peripheral equipment and software
Proactively provide peer support
Follow BCPS Board and department policies and procedures
Assist help desk technicians as needed with organizing and prioritizing tasks
Communicate technical issues, risks, and approaches 
Work as part of a team
Attend trainings facilitated by other DoIT departments to gain knowledge that will be shared within TSS
Create procedures for the call center
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone 
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Assists clients with resolving device related issues via telephone support
Records activities in the service desk software system
Creates and validates internal supported system documentation submissions
Communicate technical issues, risks, and approaches to clients and helpdesk technicians.


Required Skills:


Possession of a valid class C Maryland driver''s license or an equivalent is required
Knowledge of computer operations and support
Effective verbal and written communication skills
Knowledge of operating systems, software applications, hardware equipment, cabling components, and some A/V equipment
Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment


Ron

TechnoGen, Inc.     

CMMI Level 2 & ISO 9001:2008 Certified

4229 Lafayette Center Dr. Suite 1880, Chantilly, VA 20151

Phone Mail: