IT Support Technician

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