Randstad IT Technician in Sparks Glencoe, Maryland

IT Technician

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job details:

  • location:Sparks Glencoe, MD

  • salary:$19 - $23 per hour

  • date posted:Monday, September 11, 2017

  • job type:Contract

  • reference:575706

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description

Job Overview:

Looking for a IT Technician for the Maryland Marketplace! The IT Technician is the first point of contact for support for the corporation's IT and business systems worldwide. Working independently or as part of a team, the IT Service Technician is responsible for providing a high level of technical support for all business systems with a continual focus on supporting and enhancing the corporation's productivity. The IT Technician resolves problems and creates all required incidents to ensure quality of service while adhering to high process performance standards in the completion of these tasks.

Using exceptional functional, technical and customer service skills and the application of knowledge gained through education and experience, this position is primarily responsible for the resolution of priority III and priority IV functional and technical incidents and for assisting as required in the resolution of P1 and P2 incidents. Additionally, responsible for the building and deployment of tier 3 and tier 4 functional and technical projects and for the fulfillment of end user requests for new services. Working independently or with minimal supervisory oversight, the incumbent will provide hardware and software enterprise system and end user support for the global computing environment by diagnosing, researching, and resolving IT system incidents and for extending services and devices in accordance with Company service deployment road-map.

Responsibilities:

  • To provide regional/global IT support to customers, assisting them with hardware and software problems via phone, email, in person and other forms of interaction

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles, including Service level Agreements (SLAs).

  • To take ownership of user problems and be pro-active when dealing with user issues. To log all calls on the call logging system. To assign and escalate incidents to other IT employees as required.

  • Endpoint management and ownership including but not limited to imaging & configuring PCs, laptops, thin clients, mobile devices, phones and peripherals.

  • Knowledge of telecommunications and server equipment as required by location. (VoIP, IP, Ethernet, LAN / WAN. Understanding of the Citrix XenApp environment. Understanding of Lotus Notes/Outlook. Exposure to Video Conferencing. Exposure to Windows OS (Windows 7, Windows 10). Some limited exposure to VMWare and server environment.) - May vary by local need.

  • Technical project resource as required. Occasional minor project management as required.

Required Skills:

  • Experience working in IT help-desk or infrastructure environments

  • Able to implement the principles of continuous improvement as defined by IT Effectiveness.

  • Identify patterns and problems. Implement root cause analysis and long term solutions.

Tools/ Expertise:

  • Active Directory

  • Lotus Notes

  • O365

  • SAP

  • Remote Access (Juniper) Issues

  • Configure DNS for McMobile

  • VoIP, IP, Ethernet, LAN / WAN. Exposure to Video Conferencing.

  • Understanding of the Citrix XenApp environment.

  • Understanding of Lotus Notes/Outlook back-end

  • Exposure to Windows OS (Windows 7, Windows 10).

  • Exposure to VMWare and server environment.