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Job Description
HELP DESK SUPPORT TECHNICIAN
The ideal candidate must possess the following:
Responsibilities:
Communicates with all levels of customers
• 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
• Quickly escalates issues and problems that are not resolvable as necessary
Assists clients with resolving device related issues via telephone support
• Helps determine technical needs of supported systems
• Participates as team member on projects
Records activities in the service desk software system
Updates/Creates internal supported system documentation
Communicate technical issues, risks, and approaches to clients
• Performs other duties as assigned
Required Skills:
• Possession of a high school diploma or an appropriate equivalent, plus one year
of experience in an inbound call center environment
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
• Possession of a valid class C Maryland driver's license or an equivalent is
required.
Requirements
Desired Skills:
• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
Skill in installing, configuring, maintaining, and trouble-shooting personal
computers and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating
systems, software applications, and cabling components
Skill in providing technical assistance, guidance, and training to users of varying
levels of skills and abilities
Skill in establishing and maintaining effective working relationships
Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
Ability to deescalate customers
• Ability to maintain confidential information
Requirements
All support technicians are required to be onsite and travel between BCPS locations. Employees will be expected to travel across Baltimore County. It takes approximately 1 to 1.5 hours to travel across the county in standard rush hour traffic. Please keep in mind that employees commuting from areas that are already 1 to 1.5 hours away may have an additional commute and are expected to be at work on time and work until the close of business. BCPS cannot guarantee that employees will be stationed in an area close to their homes or childcare. Employees may be expected to travel between sites and are required to do so. The support tech position is NOT a bench tech position even though there may be times when techs are assigned to repairs exclusively. The assignment of support or bench is at the sole discretion of Baltimore County Public Schools.Hours and Location
Work location will be at multiple schools/locations within Baltimore County.
Work hours will be determined during hire but will be 7.5 hours per day between the hours of 7:00 AM and 4:30 PM.
Workdays are M-F. No holiday pay or school closing pay will be paid.
Travel is a part of this position's duties.
BCPS does not pay mileage for contractor positions.
Interview
Interviews will be held in person.
Employee Requirements
All candidates must present a fingerprint card indicating they passed their background check.
Must be able to work onsite and travel between multiple locations
Date Posted: 20 May 2025
Job Expired - Click here to search for similar jobs