Job Information
MSys Inc. Service Desk and Desktop/Field Support - Onsite in Hanover, Maryland
Job summary:
Title:
Service Desk and Desktop/Field Support - Onsite
Location:
Hanover, MD, USA
Length and terms:
Long term - W2 or C2C
Position created on 05/30/2024 06:19 pm
Job description:
* Very long term project initial PO for 1 year with multiyear extensions * Onsite need 3 verifiable references.
Service Desk and Desktop/Field Support
TO Contractor Personnel shall have at least three (3) years experience in each of the following:
Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment
Troubleshooting PC hardware and software in a Microsoft networked environment
Microsoft Active Directory user and device management
Repairing, installing, upgrading, and reconfiguring:
PCs
Laptops
Stand alone and networked printers
Stand alone and networked scanners
Modems
Installing and configuring:
PC operating systems (at a minimum Microsoft Windows 10).
Server operating systems (at a minimum Microsoft Windows Server 2012 or greater).
Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent.
Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent
Responsibilities and Tasks:
The TO Contractor shall:
Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application.
Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
Ensure that all workstations (laptop and desktops) have current drivers, patches, and security updates.
Create/restore workstation (laptop and desktop) images.
Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues.
Set up new workstations (laptop and desktop) and printers to access the network.
Deploy new state procured equipment and software to the existing network.
Replace existing hardware/software and remove the hardware/software and transport to ab specified location
Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures.
Troubleshoot issues regarding all hardware and software stated above.
Install software/hardware on workstations.
Work in cooperation with the current contractors as well as other MDTA staff.
Attend internal MDTA staff meetings as requested.
Update Service Desk requests daily Assist in the development of installation instructions/standard operating procedures for applications.
Perform other related duties as assigned by MDTA Division of Information Technology management.
Substitution of Education for Experience:
A bachelors degree or higher may be substituted for the general and specialized experience for those labor categories requiring a High School Diploma. A masters degree may be substituted for two years of general and specialized experience for those labor categories requiring a bachelors degree. Substitution shall be reviewed and approved by the State at its discretion.
Contact the recruiter working on this position:
The recruiter working on this position is Mahesh Kodur(Raghu team)
His/her contact number is His/her contact email is kmahesh@msysinc.com
Our recruiters will be more than happy to help you to get this contract.