Job Description :
Direct End Client: State of Maryland
Job Title: Help Desk Specialist
Duration: 12 Months
Start Date: ASAP
Location: 14501 Sweitzer Lane, Laurel, MD 20707
Position Type: Contract
Interview Type: Phone OR Skype OR In-Person
Requirement ID: SMD_HD123_BR
Description:
State of Maryland – Washington Suburban Sanitary Commission (WSSC)
The Washington Suburban Sanitary Commission (WSSC) is looking for a Help Desk Specialist to provide first-tier custome support to WSSC employees, contractors, and consultants. This position requires monitoring and initial response within a designated time period. Logging and elevation is performed through use of Remedy tracking system. The position also requires performance of a wide variety of adminstrative duties to support the Commission.
Responsibilities:
Answer Help Desk phones and provide Technical Support to users.
Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs
Provide initial e-mail response of receipt of Help Desk Item.
Document and submit problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions.
Required Skills, Experience and Education:
Demonstrated ability to provide excellent customer service while maintaining a positive attitude.
Excellent interpersonal communication skills, as well as the ability to communicate effectively with all levels of the professional organization.
Ability to quickly master systems, applications, and platforms.
Ability to function as a productive team member, working in conjunction with all other team members in a helpful, positive manner.
Possess a general understanding of Microsoft products and desktop hardware.
Ability to convey technical instructions in plain language.
Desired Skills, Experience and Education:
Basic knowledge of server and network hardware/ technology
Experience in using AVAYA ACD Call Routing System or equivalent
Experience in using the Remedy Service Management and Knowledge Management System (KMS)
Certified Help Desk Professional, MCP, MCSE, A+ or certificate in related discipline.
V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
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