Applications Support Person

  • location: Baltimore, MD
  • type: Permanent
  • salary: $75,000 - $85,000 per year
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job description

Applications Support Person

job summary:
Randstad Technologies, a leading provider of IT staffing and services has an immediate need for an experienced Senior Support Engineer for a fulltime direct hire opportunity at one of our prestigious customers located in downtown Baltimore.

This is a full-time, direct hire opportunity based out of downtown Baltimore. The ideal candidate will need to be a jack of all trades to support both hardware and software for all end-users. This person should have experience with imaging software for PC and a plus if they understand and have worked with visualizing applications. This person will work PC hardware and troubleshooting problems and rebuilding PCs as needed. There is some travel a few times a week to support users in 5 other offices in the area but not to exceed 10% of the time.

RESPONSIBILITIES:

  • Provide support to customers, assisting them with hardware and software problems via in person interaction
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles, including Service level Agreements (SLAs).
  • Provide ownership of user problems and be pro-active when dealing with user issues.
  • Log all calls on the call logging system and assign and escalate incidents to other IT employees as required
  • Provide endpoint management and ownership including but not limited to imaging & configuring PCs, laptops, thin clients, mobile devices, phones and peripherals.
  • Exposure to Windows OS (Windows 7, Windows 10). Some limited exposure to VMWare and server environment.) - May vary by local need.
  • BS degree required
 
location: Baltimore, Maryland
job type: Permanent
salary: $75,000 - 85,000 per year
work hours: 8 to 5
education: Bachelors
 
responsibilities:
  • Provide support to customers, assisting them with hardware and software problems via in person interaction
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles, including Service level Agreements (SLAs).
  • Provide ownership of user problems and be pro-active when dealing with user issues.
  • Log all calls on the call logging system and assign and escalate incidents to other IT employees as required
  • Provide endpoint management and ownership including but not limited to imaging & configuring PCs, laptops, thin clients, mobile devices, phones and peripherals.
  • Exposure to Windows OS (Windows 7, Windows 10). Some limited exposure to VMWare and server environment.) - May vary by local need.
  • BS degree required
 
qualifications:
4+ years in helpdesk function

SQL

Experience with ticketing system

Excellent Comm skills

Team player

Ability to work independently with minimal supervision

 
skills:
  • Familiarity with Remedy Ticketing system (or equivalent) and ticket management procedures
  • Good written and oral communication & interpersonal skills
  • Good Customer Service skills (separate from Help Desk Tech support skills)
  • Experience working directly with Users and interfacing between various departments and projects

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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