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Information Systems Tech B
Ref No.: 18-00434
Location: Columbia, Maryland
Position Type:Full Time/Contract
Start Date: 01/19/2018
 Intake Call Notes:
This person will support end users with computer desktop support; repairing pcs and laptops, setting up new computers and printers, troubleshooting printer issues, providing video conference room support and training end users on how things work. 
This is a Tier 2 or 3 support position.  NOT a help desk position. This person will be hands-on working at two buildings on campus.  Mainly engineering environment with a semi-production environment but mostly offices. 
This person should come from a large corporate environment with support experience for multiple end-points.  They currently have about 85 people at this location; with about 200 computers.  
They MUST have ticket que experience; they work with Remedy now but they are transitioning to ServiceNow in a couple of months.
Companies to source candidates from in the area might be or any high tech large organization.  Again, NO ONE that sits on the help desk.  
This person would report and work with directly with the  manager (both of them will make up the  team)
This person MUST BE OPEN TO people. personable. Quick learner and knowledgeable about computers.
Prefers local candidates or candidates close to the area.  Not coast to coast. 
Windows 10 strongly preferred but not required.
MUST be self-sufficient, self-motivated, able to work independently, learns quickly and takes notes.  NO ONE that needs to be told what to do all the time.
Make sure there are no grammatical errors on the resume or it will be trashed.  The resume submitted must be spot on!  Do NOT revise the candidates resume.  Send the resume as it was created by the candidate.
This person MUST be patient. 
No afterhours support required. No OT to start. 
Job Description
  • Install new systems and upgrades, both remotely over phone and desk side
  • Proficient with Computer hardware and Software troubleshooting.
  • Exhibits an understanding of engineering application configurations and integration with the desktop.
  • Field incoming calls from clients and answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
  • Follow the reported issue from start to finish, including escalation to development and programming when necessary Perform root-cause analysis on issues and make recommendations for corrective action
  • Track projects and tickets in issue tracking system, Remedy
  • Create white papers and other instructive materials for use by our clients and the internal team. Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
  • This position requires a minimum of an Associate's degree, Bachelors preferred
  • Knowledge and use of Microsoft Windows 7, XP and Remedy
  • Minimum 4 years of technical and customer service experience
  • Excellent problem solving skills are required.
  • Must have excellent listening skills and speak clearly and concisely and be easily understood.
  • Must be service oriented.
  • Must be able to travel locally and be able to carry light computer equipment.
  • Must have good writing and communication skills with the ability to document technical issues in a clear and effective manner with appropriate detail.
Preferred Skills
  • Self-motivated, corporate business experience, technical assistance is desirable.
  • Consideration may be given to relevant professional level experience as an offset
  • Performance of duties with general supervision