Contingent Professional – Technology & Communication Services, Systems Help Desk

Howard-County; Ellicott City (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

Howard County is seeking a Help Desk Support professional to provide technical assistance for end users’ desktops and laptops. The role includes imaging, deployment, and ongoing asset management of endpoint devices to ensure smooth operations.

The candidate will perform basic network troubleshooting, manage software upgrades, and maintain ServiceNow (SNAP) asset records. A valid driver’s license and at least a High School Diploma or GED are required.

Qualifications

• High School Diploma or GED with relevant experience.
• Experience with Microsoft Office 365 applications.
• Valid driver’s license required.
• Preferred: GED and/or associate’s degree.

Responsibilities

• Provide Help Desk technical support for end users’ desktops and laptops.
• Imaging, deployment, and asset management of endpoint devices.
• Install network devices (PCs, printers, scanners) and upgrade software.
• Migrate user data to new devices and configure user profiles.
• Assist with device recovery during termination and surplus device handling.
• Update asset records in the ServiceNow (SNAP) Management Console.

Skills

Customer service

Communication skills

Technical troubleshooting

Education

High School Diploma or GED

Associate's degree (preferred)

Tools

Microsoft Office 365

ServiceNow (SNAP)

Bomgar

Job description

As part of Help Desk Support group, will be responsible for phone support, imaging, deployment, and asset management of end point devices.

Technical Support and Troubleshooting:

• Provides Help Desk technical support for end users’ desktop PCs and laptops.
• Provides backup Help Desk telephone support.
• Troubleshoots and corrects network problems.
• Basic knowledge of Active Directory device management.

Device Setup, Configuration and Maintenance:

• Performs desktop-level technology work, including building and rebuilding PCs at the software level (Windows 10+ OS, antivirus software, Microsoft Office, Bomgar support).
• Installs network devices such as PCs, printers, and scanners.
• Upgrades all levels of current software.
• Replaces end users’ PCs and migrates users’ data to new devices.
• Configures user profiles for LAN settings, default web pages, firewall settings, and PC-level user rights.
• Conducts device recovery as part of the employee termination process.
• Assists with surplus of devices such as desktops and laptops.

Asset Management:

• Performs asset management of hardware peripherals such as desktops and laptops.
• Runs asset management reports for hardware inventory.
• Updates assets in the ServiceNow (SNAP) Management Console.

Other Duties:

• Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.High School Diploma or GED and three (3) years related experience or equivalent combination.

REQUIRED CERTIFICATIONS, LICENSES, AND REGISTRATIONS:

• Possession of a valid driver's license.

PREFERRED EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES:

• GED and/or associate's degree.
• Experience in working with Microsoft Office 365 Applications.
• Experience with Microsoft Office 365 other similar products.
• High order of customer service communication skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crawl. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level of the environment is usually moderate.

LANGUAGE SKILLS, MATHEMATICAL SKILLS, AND REASONING ABILITY:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.