End User Support Specialist- DLLR
About DMI:
DMI is a leading global provider of digital services working at the intersection of public and private sectors.
With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors.
DMI has grown to over 2,100
employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
DMI, LLC is seeking an End User Support Specialist.
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/SLA's 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.
Qualifications:
Education and Years of
Experience:
Prefer at least an Associates degree but not required.
5 years of Help Desk/Desktop support experience required.
Required and Desired Skills/Certifications:
Ideal Candidate would have some fo the following 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.
Min Citizenship Status Required:
Proper documentation to legally work in the U.
S.
Physical Requirements:
No Physical requirement needed for this position.
Location:
1100 N.
Eutaw Street, Baltimore, MD 21201 fully onsite.
8am-5pm Working at DMI DMI is a diverse, prosperous, and rewarding place to work.
Being part of the DMI family means we care about your wellbeing.
As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients.
The following categories make up your DMI wellbeing:
Community Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience Development Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development Financial Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee Recognition Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment through Spotlight, employee referral Wellness Healthcare benefits, Wellness programs provide employees with several wellness options Employees are valued for their talents and contributions.
We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status.
DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.
DMI maintains a drug-free workplace.
No Agencies Please Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
US citizenship may be required for some positions.
Recommended Skills Administration Adobe Antivirus Softwares Business Requirements Cisco Cisco Web Ex Estimated Salary: $20 to $28 per hour based on qualifications.
DMI is a leading global provider of digital services working at the intersection of public and private sectors.
With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors.
DMI has grown to over 2,100
employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
DMI, LLC is seeking an End User Support Specialist.
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/SLA's 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.
Qualifications:
Education and Years of
Experience:
Prefer at least an Associates degree but not required.
5 years of Help Desk/Desktop support experience required.
Required and Desired Skills/Certifications:
Ideal Candidate would have some fo the following 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.
Min Citizenship Status Required:
Proper documentation to legally work in the U.
S.
Physical Requirements:
No Physical requirement needed for this position.
Location:
1100 N.
Eutaw Street, Baltimore, MD 21201 fully onsite.
8am-5pm Working at DMI DMI is a diverse, prosperous, and rewarding place to work.
Being part of the DMI family means we care about your wellbeing.
As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients.
The following categories make up your DMI wellbeing:
Community Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience Development Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development Financial Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee Recognition Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment through Spotlight, employee referral Wellness Healthcare benefits, Wellness programs provide employees with several wellness options Employees are valued for their talents and contributions.
We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status.
DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.
DMI maintains a drug-free workplace.
No Agencies Please Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
US citizenship may be required for some positions.
Recommended Skills Administration Adobe Antivirus Softwares Business Requirements Cisco Cisco Web Ex Estimated Salary: $20 to $28 per hour based on qualifications.
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