Job Description The duration of this position is at least one year. Responsibilities: Communicates with all levels of customers Installs and configures applications and other supported software packages Performs basic troubleshooting and triage of computers via remote computer access and phone Resolves routine issues and problems related to hardware and software Creates tickets for all problems called into the Technology Helpdesk Quickly escalates issues and problems that are not resolvable as necessary Assists clients with resolving device related issues via telephone support Helps determine technical needs of supported systems Participates as team member on projects Records activities in the service desk software system Updates/Creates internal supported system documentation Communicate technical issues, risks, and approaches to clients Performs other duties as assigned Required Skills: Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency. Experience with remote troubleshooting preferred Possession of a valid class C Maryland driver's license or an equivalent is required Desired Skills: Possession of A+ (Remote Technician) and Network+ certification is preferred Knowledge of computer operations and support Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities Skill in establishing and maintaining effective working relationships Skill in effectively prioritizing assignments and tasks Skill in communicating clearly and effectively Ability to provide consistent quality customer service Ability to deescalate customers Ability to maintain confidential information