Service Desk Analyst

This role provides Tier I service desk support for a large State of Maryland agency from Baltimore, MD.

Responsibilities

• Handle day-to-day troubleshooting for Tier I software and hardware service requests
• Partner with end users to identify needed PC services
• Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices
• Conduct on-site analysis, diagnosis, and resolution of more complex PC issues across a variety of end-user setups
• Schedule and complete PC network hardware and peripheral improvement work, including repairs
• Consult with users on local and wide area network software and hardware needs, including reviewing existing environments and surveying where networks will be located
• Receive and respond to incoming calls, pages, and emails related to PC and/or hardware problems
• Log and document issues accurately in MDOT and MTA’s service and problem ticket system
• Create and assemble technical documentation and user documentation for network software and hardware
• Diagnose network software and hardware problems, then perform repairs and adjustments or coordinate vendor service and maintenance support
• Keep current on hardware and equipment contracts and oversee contract-based installations
• Enter data into MDOT and MTA’s Inventory database and spreadsheet systems
• Process retirement work orders, including collecting/stacking retired computers and peripherals, removing hard drives, recording retirement log information, and following Maryland State retirement procedures
• Complete an annual physical inventory of computer assets across all MDOT and MTA locations
• Tag and record all IT equipment deliveries at the appropriate MDOT and MTA locations

Requirements

• Bachelor’s degree in an IT-related field
• 6 years of experience
• Ideally hold related certifications such as A+
• Ideally hold related certifications such as Network+
• Ideally hold related certifications such as ITIL
• Ideally hold related certifications such as Security+
• Ability to complete a required fingerprint background investigation
• Must be a U.S. Citizen

Location and Work Arrangement

• Baltimore, Maryland (onsite)
• May work at other agency Baltimore locations as needed

Salary

• USD 60,000 - 72,000 per year
• Minimum salary rate: $60,000
• Median salary rate: $72,000

Education and Experience

• Bachelor’s degree in an IT-related field
• 6 years of experience