Technical Support II - Urbana

Location: Urbana, MD


Responsibilities

  • Act as the single point of contact for a TechCenter located in our Urbana, MD office (8AM-5PM, with and hour lunch not between 12-1PM). 
  • Provide break fix support for all customers in the Urbana, MD office and remote users’ devices that are shipped to the Urbana, MD office.
  • Manage the inventory closet, ensuring CMDB updates are timely, loaner inventory is current, area is clean and organized.
  • Provide deskside support for Urbana, MD office.
  • Display characteristics of a high-quality service organization:
    • Reliable, responsive, competent, accessible, professional, credible.
    • Strong face to face customer service demeanor i.e. warm greeting, eye to eye contact.
  • Communicate current issues to team members and management.
  • Maintain currency knowledge of upcoming changes to supported user population.
  • Able to work directly with other technology groups to communicate problems and find resolutions.
  • Must be able to utilize Remote Control Viewer and face to face interactions to troubleshoot problems and resolve technical issues. 
  • Assist team lead in various projects and tasks within Urbana office and for Remote and Regional customers.
  • Maintain ServiceNow ticket to the requirements of standard work.
  • Ability to thoroughly follow ticketing process in MyServices to maintain accuracy in CMDB.
  • Have intermediate level understanding of multiple critical technology systems and business processes.
  • Provide customer focused support centered on communication and follow through to ensure a timely resolution of all support requests.

Requirements

  • Professional appearance and presence
  • 5-7 years as senior technician
  • Strong teamwork and develops interpersonal relationships, including effective communication skills (written and verbal)
  • Customer Service
  • ITSM experience (preferred Service Now)
  • Technical Certifications:
    • Hardware: A+
    • Other preferred: Azure, Network+, AWS, Microsoft certifications, ITIL
  • Demonstrates strong technical expertise in key technologies to include: Windows 10, VMware Virtual Desktop Interface, Office 365, Cisco Jabber, etc.
  • Problem solving and troubleshooting technical issues
  • Demonstrates strong technical expertise and able to troubleshoot internal technical infrastructure, including but not limited to: Microsoft environment (MS Windows family, windows 10, O365, SCCM, Azure), Jabber, DUO, Citrix VPN, VMware, etc.