Responsibilities and Duties:

The installation, configuration and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate

Triaging incidents in our incident management system – ServiceNow.

Communication with Judiciary Users: receiving phone calls/responding/providing.

Account management – including password resets and account troubleshooting.

Follow asset management inventory control procedures..

Performing Technology Refreshes.

Maintain password, data integrity and file system security for the computing environment.

Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

Education and Experience

A bachelor’s degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.

Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.

Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience.

Technical training in combination with an industry certification may substitute for some or all of the education requirement.

Practical experience with an enterprise incident management system. Specialized Experience:

Practical experience with ServiceNow is a plus.

Certification from CompTIA, Microsoft or HDI are a plus.

Required Skills

Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.

Knowledge of Windows desktop operating systems and file systems to include Active Directory.

Knowledge of TCP/IP device configuration and the Judiciary network structure.

Knowledge of software specific to the MD Judiciary and its unique environment.

Proficient problem-solving, communication and inter-personal skills.

Able to diffuse tense situations. Experience with dealing with people in a highly visible, fast pace, and sometimes stressful environment.

Demonstrated customer service abilities

Strong ability to be self-motivated and self-starting. Able to control attention, minimize distractions to achieve greater efficiency.

Proficient planning & organization skills – setting and managing personal priorities. Able to set priorities and handle multiple competing demands.

Ability to research and learn about new technology and apply that knowledge to diagnosing complex or challenging problems.

Ability to proactively seek out solutions (including collaborating with peers) prior to contacting management for assistance.

Ability to be a team player.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

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