TriTech Enterprise Systems Inc. (TriTech) is seeking several 'Junior Helpdesk Specialists' to support the Maryland Department of Transportation (MDOT), State Highway Administration (SHA), the Office of Information Technology (OIT) project.
Responsible Duties:
These Junior Helpdesk specialists shall perform the following duties:
- Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors.
- Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
- Monitor industry standard service desk, including phone calls, email, and service desk Maximo queue. Troubleshoot with end-user, triage service tickets, and route to appropriate Tier 2 and Tier 3 support.
- Document and communicate information to develop templates based on user calls to the Service Desk Manager. Assist the Service Desk Manager with the documentation knowledge base, including closing of tickets.
- Assist in enhancing documentation for Tier 2 and Tier 3 routing.
- Develop and maintain or assist in the development and maintenance of Tier 1 documentation including a knowledge base.
- Attend staff meetings, as well as other meetings, as required.
- Ensure SHA OIT’s SOP, policies, and procedures are followed.
Preferred Experience:
At least two (2) years of experience in the following technical areas:
- Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
- Troubleshooting applications like Microsoft Office, Outlook, Active Directory, remote access.
- Using a knowledge base to identify and troubleshoot issues.
- Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.
TriTech is an Equal Opportunity Employer!
Top Skills
What We Do
TriTech Enterprise Systems, Inc., is an Information Technology (IT) Consulting company committed to increasing the competitive advantage of our clients by providing cutting edge solutions through innovation, research and the application of emerging technologies.
Consulting Services
TriTech provides consulting services to both large and small clients in the federal, state and local arenas. We provide detailed solutions in: Website Design, Online Store, Online Marketing, Search Engine Optimization (SEO), Selling Globally Online, Online Assessment
Program and Project Management
TriTech works closely with your team to initiate, plan, control, execute, and close out a major program, from developing a major new technology, installing a state-of-the-art system, reengineering an enterprise, or implementing new processes and tools to improve quality, cost, or delivery performance.
Network Infrastructure
Our experienced technical consultants design, implement and maintain your LAN and WAN. We provide upgrades, configuration, administration, service desk services and computer repair. We can assist your organization in designing an existing network or a completely new network both for today's needs and tomorrow's technology.
Data Management
TriTech can provide a database solution designed to enhance your efforts to support customers. We have extensive experience in developing and maintaining database systems.
System Integration and Testing
TriTech consultants will provide requirements analysis, systems analysis, systems architecture design and development, architecture implementation, test plans and testing, deployment and maintenance for your new or existing IT system.
Information Assurance
TriTech provides leading edge information assurance and systems security solutions. Our specialists will work closely with you to evaluate the security posture of your IT resources and recommend solutions in line with your business needs.
