Service Desk Analyst - ITIL, Security+ | Maryland

DMI (Digital Management, Inc.); Baltimore (MD); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Wellness program

401(k) matches

Tuition assistance

Annual awards

Healthcare coverage

Job summary

DMI is seeking a Service Desk Analyst to support a large State of Maryland agency in Baltimore, MD. The role requires a Bachelor's in IT with 6 years of experience, and certifications (A+, Network+, ITIL, Security+).

On-site work at multiple Baltimore locations is expected, with fingerprint background checks and US citizenship requirements. Responsibilities include Tier I troubleshooting, device configuration, incident documentation, and coordination with vendors and agencies.

Qualifications

• Bachelor's degree in IT-related field and 6 years of experience.
• A+ certification.
• Network+ certification.
• ITIL certification.
• Security+ certification.
• Must be able to complete a fingerprint background investigation.
• Must be a U.S. Citizen.

Responsibilities

• Provide day-to-day support troubleshooting software and hardware Tier I service requests.
• Work with end users to identify and deliver required PC services.
• Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users.
• Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
• Consult with users to discuss LAN/WAN needs and survey sites for network locations.
• Receive, log, and respond to calls/emails regarding PC/hardware problems; document in MDOT/MTA systems.
• Prepare and assemble technical and user documentation for network software and hardware.
• Diagnose network software and hardware problems and coordinate repairs or vendor support.
• Maintain up-to-date knowledge of hardware contracts and supervise contract-based installations.
• Enter data into MDOT and MTA inventory systems; process retirement work orders and conduct annual asset inventory.
• Tag and record IT equipment deliveries at MDOT and MTA locations.

Skills

A+

Network+

ITIL

Security+

Education

Bachelor's degree in IT related field

Job description

DMI is seeking a Service Desk Analyst to support a large State of Maryland agency in Baltimore, MD. The role requires a Bachelor's in IT with 6 years of experience, and certifications (A+, Network+, ITIL, Security+).

On-site work at multiple Baltimore locations is expected, with fingerprint background checks and US citizenship requirements. Responsibilities include Tier I troubleshooting, device configuration, incident documentation, and coordination with vendors and agencies.