Help Desk Technical Support

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Job description

Position Description and Job Skill
Set Description of the job functions the contractor will be expected to perform.
This Help Desk Technician will provide essential technical support and assistance to end-users, ensuring the smooth operation of systems, software, and hardware.
This role involves responding to user inquiries, diagnosing issues, and offering solutions to users at the office or working remotely.
The technician will troubleshoot problems related to network connectivity, system performance, software applications, and other IT-related matters.
Common tasks will include imaging PCs, issuing equipment to MDCPS employees, providing user support for internal applications, providing assistance with mobile and VoIP phones, and general troubleshooting of user reported hardware/software issues.
Technician is responsible for logging and tracking issues through an ITSM ticketing system and escalating more complex problems to higher-level IT staff when necessary.
Additionally, the technician may assist in setting up new equipment, managing inventory, managing user accounts, maintaining documentation, and similar tasks as requested.
Strong communication skills, technical proficiency, and a customer-service mindset are essential for success in this role.
The technician ensures that all user issues are resolved promptly and efficiently, helping to minimize downtime and maintain productivity.

Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will NOT be presented to the manager for consideration. Minimum of 3 years of experience performing help desk duties and supporting Windows 10 and 11 operating systems.

Preferred/Not Required
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.

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