IT Service Support Technician
Location
Gaithersburg, MD | United States
Job description
Position Summary: ExpediteInfoTech, Inc. is seeking a Service Support Technician on behalf of our Public Safety Agency client to provide Mobile device and Desktop support for Law Enforcement technology infrastructure. This is a 100% on-site position in Gaithersburg, MD. The successful candidate(s) will provide level 1 and level 2 support, taking direction from seasoned resources to learn the technologies and support the Police Department. The resource(s) will be responsible for following help desk processes, documenting troubleshooting and resolution, and providing content to the knowledge base for shared team knowledge. The successful candidate(s) will report directly to the IT Supervisor of the Information Management and Technology Division and take general direction and training from Technology Specialists. This position requires a mindset to be able to troubleshoot simple to complex technical issues, software configurations and connectivity issues. This position will be trained on Police technologies and is part of a core team of skilled IT professionals. We are seeking W2 candidates (salary + benefits) local to Montgomery County, MD.
Responsibilities - Daily support for Law Enforcement resources to include installation, troubleshooting, configuration and deployment of technologies
- Perform onsite and remote support for Law Enforcement Technologies.
- Strong knowledge in PC and mobile software, Office 365, PDF, Windows, Netmotion, other Police specific technologies will be taught.
- Candidate must possess strong customer service skills, engaging customer, understanding the needs, communicating with the customer, escalating if issue cannot be resolve quickly.
- Strong written and oral communication skills
- Foster partnership with customers/stakeholders/sponsors/contractors and ensure clear communication
- Strong network troubleshooting skills
- Basic printer setup and configuration
- Strong knowledge of Windows 10
- Strong organizational skills and time management
- Coordinate internal resources and third parties/vendors in troubleshooting and implementations
- Provide management of issue escalations for the Agency.
- Assist with defining IT requirements, and supply specifications to include but not limited to network, system & database interface requirements.
- Provide expert oversight and analysis of performance and deliverables to include but not limited to reviews of detailed system design, requirements, and performance measurements,
- Perform & report on system & application testing including conformance to supplied specifications & requirements, troubleshooting.
Required - Ability to troubleshoot all basic Office software and hardware: Windows 10, office 365, PDF, printers, scanners, docking stations, video cameras
- Basic network troubleshooting skills
- Strong troubleshooting skills with propensity to track the steps, identify patters and key learnings and document that for the entire team to use when a similar incident occurs.
- Some customer-facing technology support experience
- Basic printer setup and configuration
- Basic knowledge of Windows 10
- Basic time management when doing helpdesk tickets
- Detail-oriented, heavy focus on documentation and production support needs post efforts such that new learnings are made available to the support organizations.
- Ability to utilize or learn and utilize remote support tools
- Ability to utilize or learn scripting to automate repetitive tasks.
- Must be able to lift 50 pounds
- Ability and willingness to learn
- Ability to utilize Excel, Access and other tool sets to manipulate data and create information.
- System Testing and Operations Analysis, and System Security Oversight
- Strong customer service skills
- Strong written and oral communication skills
- Ability to support phone configurations a plus
- Thrives in collaborative environment
- Fanatical about customer success and driving customer value
- Highly analytical and data-driven with a commitment to reporting on efforts
- Strong presentation, excellent verbal, and written communication skills with an ability to influence others
- Flexible, adaptable team player with strong interpersonal skills
- Experience working directly with customers and multiple project stakeholders required
- Demonstrated ability to negotiate and resolve issues
- Proficiency in Microsoft Office suite, Microsoft Project, Microsoft Visio.
- Clear communications and transparency is a must. This team must openly communicate to management issues, activities and concerns to allow the management team to understand the experience in the field and address critical issues.
About: ExpediteInfoTech, Inc. (EIT) is a SBA 8(a) certified small business. Headquartered in Rockville, MD since 2012, EIT has provided specialized technical, cybersecurity, IT, and financial advisory solutions to the Federal, State and County governments. Our clients include the US Department of Education, US Department of Transportation, US Department of Justice, US Department of Health & Human Services, Montgomery County government, Prince George's County Government, the governments of the State of Maryland and the District of Columbia. EIT is appraised at level 3 for CMMI Services & CMMI Development, as well as ISO 9001:2015, ISO 20000-1:2018 and ISO 27001:2013.
EIT offers a competitive benefits package including medical, dental, vision and prescription drug coverage, paid time off, federal holidays, matching 401K plan, and tuition/professional development reimbursement benefits.
EIT is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law.
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